Customer Experience Manager

The NewRich Network is looking to hire a Customer Success Manager to join us in building our fast-growing startup. As a Customer Support Team Lead - you’ll be in charge of managing the operations of the support team and providing top-notch support to our customers. This role is a mix of managing and doing - Your goal is to improve the processes, dynamics and strategy of the team and also diving in and helping the team resolve customer issues.

We are looking for a candidate who is agile and is able to create impact around the processes and engagements that encompass the entire customer lifecycle. Our company is a fast growing and exciting one to be a part of!

Core management responsibilities:

• Design and improve systems and processes to improve customer experience and team efficiency (we mostly use Zendesk)
• Create customer-centric tutorials around our different products and offerings - and educate our customers on how to use their digital products.
• Respond to high level questions about our products and services in a 1:1 environment through email.
• Create and manage the team’s schedule against support hours of operation
• Be the point person for coordinating interruptions to operations (e.g. system down alerts, vacations, overloaded support volumes, etc.)
• Provide guidance and mentorship to a team of 3 (and growing) Support Specialists across the globe.
• Manage operations of the team, including scheduling, meetings, 1:1s, performance reviews, etc.
• Help set, monitor, and report on achievement of KPIs (both individual and team level)
• Participate in hiring and training of new talent, as required

Core support responsibilities:

• Talk to our customers through email, live chat and phone during business hours (9-5, Monday-Friday)
• Provide customer support for things such as: billing, product access, and basic troubleshooting
• Teach customers how to use our products
• Answer questions about what our platform can and can’t do
• Be the first point of contact for customer issues and/or escalations
• Make people happy by solving problems. Earn more praise like this: “I want to thank support. They were so amazing helping us set up our very complicated inventory.”
• Work on gathering user feedback to help improve support, product development, engagement and retention.

Secondary responsibilities:

• Work across the CX team with Customer Success to implement processes that work towards shared objectives of engagement and retention
• Gather feedback from customers and share with our development team
• Represent the customer voice and CX team on special projects across departments like Sales, QA and Product teams
• Come up with your own ideas on how to help out!

What we’re looking for:

• Experience: You have direct experience (at least 2-4 years) in a customer support leadership role in a team setting - bonus points for PaaS experience
• Leader: You are a natural people person and team player that’s not afraid to make tough calls
• Fair: You’re able to get along with different personalities and styles of working to empower your team to play to their strengths and constructively improve
• Customer-centric and empathetic: You empathize with customer pain points and genuinely care about finding them a solution. You’re willing to go the extra mile to make our solution work for them.
• Strong communicator: You have no problem picking up the phone and talking to customers directly to train them, help solve problems or just check-in.
• Quick learner: You can learn complex software and processes quickly and are efficient with your time.
• Self-starter: You are naturally self-motivated and can manage your own time well.
• Technical: You have strong problem-solving skills and are not afraid to tackle tough technical computer issues.
• Team player: We’re a tight-knit team that always helps each other out, even if it’s outside our responsibilities.
• Great personality: No need to be the life of the party, but you are friendly, positive, and likable.

Nice to have (but not necessary):

• Experience in front-line or service-based positions with direct customer interactions (support, hospitality, retail, etc.)
• Experience or understanding of the platform-as-a-service industry
• A plus - experience with support, inventory management, small businesses, and working remotely.

Annual Salary

Our current list of benefits can be found here -- https://newrich.network