SEVENROOMS is hiring a
Manager, Customer Support, Remote - Australia
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Summary
The job description is for a Customer Support Manager in APAC to lead the dedicated customer support team at SevenRooms. The role involves overseeing daily operations, managing a team, developing processes, and ensuring timely, effective, and empathetic customer support.
Requirements
- Minimum of 3 years of experience in customer support leadership
- Proven ability to lead, motivate, and develop a high-performing remote team
- Strong commitment to delivering excellent customer service and enhancing the customer experience
- Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and other stakeholders
- Strong analytical and problem-solving skills, with the ability to handle complex and escalated customer issues
- Familiarity with customer support software and tools, such as CRM systems, help desk software, and analytics tools
Responsibilities
- Lead, mentor, and manage a team of customer support representatives
- Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team
- Monitor and evaluate team performance through key metrics, providing regular feedback and coaching to support representatives
- Demonstrate product expertise as the regional Subject Matter Expert, by handling complex or escalated customer issues, partnering with the product and engineering org, and ensuring resolution
- Partner cross-functionally with other departments, including Customer Success and Product, to ensure customer feedback is communicated and addressed
- Generate and analyze Support data to identify trends, areas for improvement, and opportunities for enhancing the customer experience
- Contribute to the development and execution of the customer support strategy, aligning it with overall company goals and objectives
Benefits
- A fresh start with a flexible and independent working schedule
- Equitable compensation
- Employee programs and recognition
- Opportunities for training and professional development
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