Customer Support Manager (вакансія неактивна)

About the Role

The role of Customer Support Manager is to ensure a great end-user experience while using our products, by providing excellent customer support, acting as a single point of contact.

Key Responsibilities

• Support internal and external users of CloudMade’s products
• Be the first in line to address all user requests (run first-level support)
• Ensure that all user requests are satisfied in a user-centered, professional and timely manner
• Proactively suggest improvements to product teams, participate in product design sessions, share feature requests and effective workarounds
• Proactively reach out to users (e.g. to check-in about data collection progress)
• Inform customers about new features and functionalities (e.g. rewriting release notes in a user-friendly way)
• Design and create reports of KPIs to share regularly with relevant teams, like product teams, sales, marketing and management.

About You
Qualifications

Must have
• Excellent verbal and written communication skills in English
• Easy-going personality with a friendly way of communicating; feels the mood and emotions
• Proactive, ‘can-do’ mindset, ready to get hands dirty
• Able to work autonomously
• Strong user focus (empathy)
• Experience of working in a tech company (within an informal working culture)
• Good analytical skills, able to set-up reports
• Some technical understanding (general understanding of difference between apps, technologies, agile development — general understanding, some knowledge of DevOps function)
• Able to manage stressful situations

Should have
• Experience of working in an IT software company
• Experience working with international customers in overseas locations or working overseas while providing support
• Ability to improvise and think on their feet in customer situations
• Experience of regular communication with Executive / C-level / Board level people
• General understanding of agile methodology

Could have
• Previous experience in the automotive industry