Role

GigSmart is seeking a multifaceted and entrepreneurial professional who will be responsible for managing customer support for our rapidly growing user base. In this Customer Support Manager role, you will work directly with customers as well as manage a growing outsourced support team in the Philippines. You will also work cross-functionally to help build processes to improve customer experience.

Job Description

Responsibilities

  • Understand and be able to communicate GigSmart mission and values through all interactions with customers
  • Drive KPIs including time to first response, ticket close rate, and rate of one-touch ticket closure
  • Plan, coordinate, and direct training programs for your team
  • Help your team advocate for the customer by identifying pain points in our processes and policies
  • Serve as an escalation point for high touch tickets, or those requiring special resolution
  • Help to develop the customer support profession through sharing knowledge, experimenting with new innovations, and discussing best practices
  • Increase customer satisfaction and build loyalty through helping your team provide amazing, personal customer support
  • Ensure outsourced team is up to date on all new GigSmart processes and features
  • Own critical customer communications, such as incident and outage reporting
  • Advocate for customers by gathering, prioritizing and communicating feedback to internal product and tech stakeholders
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Skills and Competencies

  • 3+ years of experience leading a customer-facing team
  • 3+ years providing hands on, high quality customer service via email
  • Advanced experience with Zendesk configuration and customization
  • High proficiency at creating, editing, and proofing customer support email templates, common replies and automated responses
  • Ability to think strategically and to lead
  • Possess excellent verbal and written communication skills
  • Advanced troubleshooting and multi-tasking skills

Education Requirements

  • Bachelor's Degree or equivalent experience