A rapidly growing startup is seeking a Customer Support Manager
Remote work is one of the great equalisers of our time, allowing people to secure employment opportunities from companies around the world, no matter where they were born or where they live.
Your role
The key thing here is that you know we are a Series A stage rapidly growing start up where we are just now identifying what Customer Support looks like. You won’t just come in and plug into a well oiled Support machine – You will be tasked with taking the lead in building this structure. The details of the job will look like this:
Build processes for managing and maintaining service level expectations in regards to our response time and quality of our customer queries.
Assist in rolling out software that we will use as a foundation for our Support offering and that encourages automation, with personalisation.
Work closely with every other department to input into product, customer onboarding, sales, and that supports both our company goals by using feedback from the market to drive improvements and provides insights.
Act as a first line for any escalations from the team.
Coach and mentor the Support team.
Act as a member of the CS Leadership team and work on joint projects across disciplines.
Establish a QA process for enhancing our support offering and improving our service quality.
Requirements
You’ve done some of these things…
Worked in a Support team before, or been in a similar service role.
Built Support KPI’s, understand how to scale support teams, and have hired them to scale, possibly even outsourced.
Built and managed documentation to speed and minimise the effort required to solve each support query.
Collaborated with suppliers and tech teams to automate processes, and drive efficiencies amongst our response time.
Handles more difficult performance management with the help of leadership.
You are the sort of person that…
Can coach entry level support representatives in an authentic and humble manner.
Has excellent communication/presentation skills and ability to build relationships
Loves to solve complex operational issues by building simple processes, identifying and using modern (online) solutions to ensure a maximum degree of automation, replacing manual human interaction wherever possible
Is self-driven problem solver, who always put the team before themselves
• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results, actively tries to reduce their complexity or automise processes.
Actively lives our values and strives to help others to behave in line with them as well
Benefits:
What’s in it for you (apart from the most fun and challenging ride of your life!)
Shared ownership – Being a part of our journey means you will own a piece of the company
Annual vacation entitlement: 33 days including local holidays
Equipment and infrastructure: We give you a budget for all the equipment you need to work effectively wherever you are
Company retreats: We are planning biannual company-wide retreats post COVID, and well as socials and other team building activities
Flexible working – Work from anywhere in the world – We don’t care where or when you work as long as the job gets done. We are genuinely as flexible as the work allows
REF#O24021
