Customer Support Manager

15 hours ago

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Moz

WebsiteLinkedInAll Job Openings

SEO • search engine optimization • tools • web application development • user experience

51 - 200

💰 $10.1G Series C on 2016-01

Description

• Manage a team of Customer Support Specialists assisting Moz's 30k+ customers • Handle customer feedback, provide solutions and reduce churn • Set up processes for efficient customer support • Work with leadership to define strategic direction and metrics • Provide weekly/monthly reports on team goals • Summarize customer feedback for product team's roadmap • Conduct quarterly check-ins and performance reviews for the team

Requirements

• 5+ years of experience leading and managing a customer service/customer success team focused on customer retention, ideally in B2B Technology/SaaS environment • Comfortable in defining and implementing customer retention strategies, creating and evolving processes/playbooks that improve key business metrics • Expert in offering customer service through email and live chat channels. Bonus points for experience with tools like Zendesk, Salesforce, Intercom etc. • Creative problem solving with an analytical mind and a strong bias to action • Demonstrates strong inter-personal skills, including patience, persistence, and flexibility while leading a team of diverse individuals • Ability to prioritize, multi-task and work competing tasks simultaneously • Excellent written and verbal communication skills • Intermediate understanding of SEO/SEM, content marketing or social marketing is preferred • A high level understanding and curiosity about technology, you don’t write code, but you need to work closely with those who do