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Sr. Customer Support Manager

Issuu is seeking a technically savvy manager who understands the importance of being customer-oriented and responsive support services. This person is high-energy and a passionate individual who can manage a small team but can also be an individual contributor. 
They will be responsible for driving customer satisfaction metrics up, driving account retention and overall success with Issuu. This individual will work closely with Issuu’s Engineering, Product, and Customer Success teams. This individual will impact the product’s evolution by providing feedback that can be integrated into future product development. 
The right candidate will thrive in a fast paced environment, using a mix of technical and strong customer facing skills with a focus on process and system refinement in Zendesk. You will be tasked with driving successful outcomes for our customers. This position requires you to be a self-starter, hands-on, and have strong multitasking skills.

Responsibilities

Manage the day-to-day operations of a team of Customer Support professionals responsible for responding to billing, copyright, product and support inquiries
Guide and coach team members to provide timely answers and troubleshooting to technically complex issues including but not limited to the following areas: application programing interface (API), integrations, product and service issues
Establish operational objectives and work plans and delegates assignments to teamInvolved in developing, modifying and executing company policies 
Maintenance of schedules, works plans, and performance requirements
Research and respond to complex inquiries that require escalation, highly technical topics or for customers that require executive-level support services
Regularly interact with senior management on matters concerning several functional areas, departments and customers communicating the status and root cause of technical problems Involved in developing, proposing, modifying and executing customer support processes and policies that affect immediate operations
Train team members on how to accurately troubleshoot and document technical and non technical issues; provide hands-on guidance and feedback to ensure ongoing professional development
Identify areas where team members need additional training, and coordinate/lead training delivery to continuously enhance  knowledge
Update and maintain team documentation, and recommend process and procedure improvements to minimize resolution time, and maintain key recommendations on resolution and urgency of an issue
Track and analyze customer inquiries, diagnose the root cause of technical and non technical issues and present options to solve problems and recurring issues
Ensure team members execute against and follow established internal protocols and policies for all customer tickets, including but not limited to correctly documenting and tracking cases and situations
Create an environment of accountability and monitor that team goals are met and ongoing progress achieved
Develop and maintain deep knowledge of platform configurations and resolution processes
Collaborate with Engineering, Product, UI/UX on technical issues and identify how to improve capabilities of
Customer Support professionals so issues can be resolved without escalation to Level 3  


Skills, Experience And Qualifications

-A few years of experience as an engineer or technical support  in a SaaS organization
-Several years of experience in customer support roles of increasing responsibilities, technical support roles preferred
-Supervisory experience or leadership experience 
-Strong conflict resolution and problem solving skills
-Experience troubleshooting firewall issues, email service issues, API 
-Experience troubleshooting with developer tools
-Strong communication skills, including ability to adapt messaging to different audiences
-Ability to react quickly and professionally to all issues that arise
-Experience developing and implementing process improvements
-Outstanding customer service skills and ability to work with customer contacts of all levels
-Attention to detail and ability to manage multiple priorities
-Working experience of Customer Relationship Management systems, Salesforce and Zendesk
-Experience with JIRA or similar ticketing system  

 

PERKS:-Fun, casual work environment-Catered lunches everyday -Comprehensive medical, dental, vision insurance-Stocked kitchen with tasty snacks and drinks-Company outings throughout the year -Growth opportunity in a fast growing company
 The real reason to join Issuu is not all these perks, it’s our unique company culture that delivers the leading results in our industry. Be yourself and thrive!


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