Customer Support manager

About the role

Required skills and experience

• 3+ years in Customer Support/Technical Support (client-facing roles), experience with SaaS companies and startups is a plus
• Fluent Engllish is a must
• Proven leadership abilities, or prior senior experience from a previous role
• Organizational skills with the ability to prioritize workload, multi-task, high accountability, and excellent attention to detail with the capability to thrive in a fast-paced environment
• Forward-thinking approach with the ability to problem-solving complex issues, and build new processes to drive shared goals across internal and external teams

Your activities will include:

• Provide first-level proactive support for Peerboard’s english-speaking customer base
  
• Participate in the communication with customers via email, chat, and zoom, investigating and resolving customers problems
• Collaborate with Development team as needed
• Follow up with customers to gauge their satisfaction with problem resolution identifying problem areas and implementing corrective actions
• Maintain best-in-class customer support KPIs on first response time, customer satisfaction, and customer effort
• Help in building scalable standards and procedures within the Customer Support teams; manage and improve those standards

What we bring to the table:

• Remote and flexible work schedule
• An open road to drive a lot of impact
• Friendly and professional team
• A chance to build the next great communication product