Position Overview:

We are seeking a dedicated and experienced Customer Support Manager to lead our customer support team and ensure exceptional service delivery to our users. The Customer Support Manager will be responsible for managing customer inquiries, resolving issues, and implementing strategies to enhance customer satisfaction and retention.

Key Responsibilities:

• Oversee the day-to-day operations of the customer support team, including managing staffing levels, scheduling, and workload distribution.
• Provide leadership and guidance to customer support representatives, and foster a positive and collaborative team environment.
• Develop and implement customer support policies, procedures, and standards to ensure consistent service delivery and adherence to company values.
• Manage customer inquiries and escalations, and ensure timely and effective resolution of issues to meet or exceed customer expectations.
• Monitor customer satisfaction metrics, and analyze trends and patterns to identify areas for improvement and implement corrective actions as needed.
• Collaborate with cross-functional teams, including product development, sales, and marketing, to communicate customer feedback and insights, and advocate for customer needs and priorities.
• Develop and deliver training programs and resources for customer support representatives to enhance their skills and knowledge and ensure high-quality service delivery.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or related field.
• Minimum 3-5 years of experience in customer support or service management, preferably in a tech startup or SaaS company.
• Strong leadership and management skills, with the ability to motivate and inspire a team to achieve performance goals and objectives.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels.
• Proven track record of delivering high levels of customer satisfaction and retention, and implementing strategies to improve customer experience.
• Proficiency in customer support software and tools, and experience with CRM systems is preferred.
• Ability to thrive in a fast-paced and dynamic environment, and adapt quickly to changing business needs and priorities.

Benefits:

• Competitive salary
• Flexible work schedule
• Professional development opportunities
• Collaborative and supportive work environment

About Fublis:

Fublis is a leading PR platform revolutionizing the way brands, startups, and creators connect with journalists and get their stories published. Our innovative technology streamlines the PR process, making it easier for businesses to reach their target audience and achieve media coverage.

Fublis is an equal opportunity employer and welcomes applications from all qualified individuals. We thank all applicants for their interest in joining our team, but only those selected for an interview will be contacted.