Customer Support Manager

4 days ago

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APRIL

WebsiteLinkedInAll Job Openings

pulp and paper manufacturing

10,000+

Description

• The ideal candidate will be committed to customer service and able to grow and develop leaders. • A key function of the position is to manage and retain a best-in-class Customer Support team dedicated to building long-term value in customer partnerships. • The role of the Customer Support team is to provide a broad spectrum of support to our customers and partners. • The team provides support relating to all inbound questions, prioritize escalations, liaise with partners and resolve issues. • Scale a team that is relentless in driving amazing customer experiences, and aligned to the april culture. • Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of our customer care organization. • Build an engine for positive team growth across recruiting, training, management, and operations. • Create a productive, high-energy, and achievement-oriented team environment. • Be the voice of your team to other departments and leadership – escalate issues that impact our customers or inhibit our employees ability to succeed. • Define and maintain excellent service levels in our customer support organization. • Understand operational efficiency requirements and strive to constantly improve them. • Provide "the voice of customer" back to product and engineering for continuous feedback and product improvements.

Requirements

• Deep understanding of systems and operations with B2B and B2C products • Experience directly hiring and managing a distributed team • Proven track record of success in scaling Support teams and maintaining SLAs • Experience designing and overseeing training, QA, and metric management programs at scale • Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success • Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain • Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through • Experience from a fintech company • Experience in supporting taxpayers • Ability to change direction and juggle multiple tasks in parallel