? (29/08/ Customer Support Manager
- Lima
- Permanente
- Tiempo completo
- Office hours support for ad hoc user troubleshooting.
- Prioritizing user product asks and relaying to product team in weekly meeting.
- Fielding and prioritizing platform bugs/fixes to engineering via our support/ticketing system.
- Monthly update and additional training to agency users on product updates/changes.
- Lead on building out user FAQs, onboarding and user support materials.
- Rebuild AdQuick certification program for suppliers and agency users.
- Oversee the day-to-day operations of the customer support department, ensuring efficient workflow and prompt resolution of customer inquiries.
- Respond to and resolve escalated customer support issues, ensuring positive outcomes and customer retention.
- Develop, implement, and revise customer support policies and procedures to enhance service quality and consistency.
- Set clear team goals, monitor progress, and report on key performance metrics to senior management.- Monitor and analyze support statistics, customer feedback, and trends to identify areas for improvement and implement solutions.
- Collaborate with other departments to ensure a seamless customer experience and consistent messaging.
- Stay current with industry trends, company products, and best practices to continuously enhance team performance and customer satisfactionBackground- 3+ years of B2B/B2C Saas customer support
- Experience in OOH, advertising, or marketing disciplines is a plus
- High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk, Intercom) CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel
- Strong interpersonal and organizational skills
- A bachelor's degreeYou Are- Tech savvy:
you are a power-user of the platform and can demonstrate all aspects of the platform to customers
- Customer obsessed and an expert in the customer experience: you can think ahead of your clients' wants/ needs and can quickly problem solve
- Detail-oriented and have a proclivity to think ahead and outside of the box
- Versatile and able to adapt in a rapidly changing environment
- Scrappy: you're able to balance individual work, cross-team collaboration and project management
- Data-driven and analytical
- Ambitious and a go-getterSeniority level- Seniority levelMid-Senior levelEmployment type- Employment typeFull-timeJob function- Job functionOther
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