Customer Support Manager

3 days ago

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Certn

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Certn is a fast, simple, and comprehensive background screening solution.

Risk Management • Credit Screening • Alternative Credit • Artificial Intelligence • Machine Learning

201 - 500

💰 $109M Series B on 2023-05

Description

• Certn is a growing global technology company revolutionizing background screening. • Responsible for ensuring effective operation of Certn’s Global Support team. • Drive customer satisfaction and retention. • Leverage leadership skills, data-driven decision-making, and problem-solving abilities.

Requirements

• Formal post-secondary education • Proven ability to adapt to change, deliver excellent customer service in complex environments, find solutions independently with incomplete information, and quickly learn and interpret client requirements. • Strong familiarity with SaaS Customer Support tools (CRMs, ticketing software like Zendesk, Intercom, Hubspot, Atlassian products) and previous experience in implementing and managing these as well as, other support tool systems. • Strong personal communication skills. • Strong work ethic, with the desire to ‘roll up sleeves’ and get the job done. • Leadership experience in a contact center, SaaS, or tech support space. • Previous experience contributing to technical documentation or help centers. • Academic background in mathematics, statistics, or data analysis (asset). • COPC Certified Manager or equivalent training in contact center operations (asset). • Personal passion for delivering industry-leading customer service experiences (asset). • Proven ability to improve personal working environments and processes (asset). • Experience leading Tier 2 or Escalated Support teams, particularly in a "lead of leads" position (asset). • Experience in AI training and conversational design (asset).

Benefits

• 4 weeks of paid vacation • 12 wellness days • Remote-friendly and supportive flexible remote arrangements • Work-from-home allowance • Flex allowance • Professional development budget • And a few more goodies!