Customer Support Manager

Summary

Join Nomad as a Customer Support Manager and become a key representative of the company. You will lead and mentor a 24/7 support team, providing strategic and tactical guidance for improvements. Your role involves bridging communication between the L1 support team and product/engineering teams, ensuring timely responses to escalations. You will also oversee operational matters, including policies, processes, and tools, while monitoring brand image and conducting training sessions. This position requires strong communication, problem-solving, and analytical skills within a B2C customer support environment. You will work closely with connectivity partners and the product team to ensure smooth operations and efficient support.

Requirements

• BA in English, or BS in Computer Science / Information Technology
• Near-native level spoken and written English fluency is a must
• Min. 5 years of experience in Customer Support roles in a B2C business
• Digital native - familiar with smartphone and mobile network technologies
• Customer-oriented thinking and ability to adapt/respond to different types of personalities
• Highly detail-oriented, strong written communication skills in English with experience dealing with English-speaking external parties
• Ability to multi-task supporting multiple product lines
• Work independently, take ownership of problems and be accountable for delivering outcomes
• Highly motivated in problem-solving with strong analytical and investigative skills
• Familiarity with customer service SLAs and metrics is key (e.g. ticket aging, MTTR, first reply time)

Responsibilities

• Monitor SLAs and metrics of customer support team and escalate issues to Product Managers
• Perform monthly random audit of L1 agents’ responses and ensure responses are according to guidelines
• Respond to requests for escalation on Slack and provide guidance to L1 agents
• Bridge communication between L1 agents and engineering and product teams, and ensure that L1 agents’ escalations are answered in a timely fashion
• Regularly review and update internal policies and procedures relating to troubleshooting, escalation, refunds, and FAQs
• Regularly monitor Nomad’s public brand image in the form of app store ratings and written reviews on social media
• Drive problem-solving discussions with connectivity partners when the situation arises
• Conduct regular training sessions to improve L1 agents’ responses and introduce new templates or tools to improve response time and efficiency
• Work with Product Team to understand latest features and updates and cascade to L1 support team in a timely manner

Preferred Qualifications

Familiarity with Zendesk platform is preferable but not a must

Benefits

• Work with an international, A-class team you can learn and grow with
• Remote work setting and flexible working hours
• Competitive compensation package
• Dedicated learning fund to help you develop your career trajectory