Сучасна диджитал-освіта для дітей — безоплатне заняття в GoITeens ×
A US software product company that creates no-code business automation solutions, from document workflows and contracts to eSignatures and payments.
11 січня 2021

Head of Support (Product: airSlate) (вакансія неактивна)

Київ

Необхідні навички

— Experience managing 24×7 product support (tickets/chats/calls) with multiple support levels.
— Fluent in English.
— Has implemented support KPIs in the past.
— Understanding of technical support in a product company.
— Experience with commercial ticketing systems.
— Analytical and innovative.
— Naturally empathetic with strong conflict resolution and negotiation skills.
— Technical background is a plus.
— Enjoys working in a dynamic fast-paced environment.
— Flexibility in work hours to accommodate US market.

Пропонуємо

What you get working with us:
— The members of our team get monthly bonuses and options contracts (each of us has a share in PDFfiller, so that company growth is a capitalization growth of one’s interest).
— All of PDFfiller’s employees have access to the company’s financial reports regardless of their role in the team. When the company goes public, the employees get their one-off payments according to their options contracts.
— Regular sports activities in the office with professional coaches: yoga, stretching (3 times a week) and TRX training.
— Paid upgrade career courses, conferences for professionals and English classes are common practice at PDFfiller.
— Medical insurance.
— Staff massage therapist.
— We’ve organized PHP, JS and QA Automation schools based in our office where the trainers are our employees. Anyone may try their hand at one of the schools and attend the course.

Обов’язки

Team Management
— Hire outstanding team members and ensure rapid on-boarding.
— Define support KPIs for each team member based on their level of expertise.
— Manage performance — conduct semi-annual performance reviews agreeing on professional development objectives with each team member, set clear and measurable quarterly goals, provide constructive and real-time feedback.
— 1-1s and status reports — communicate regularly with each team member through weekly status reports and check-ins. Ensure all questions are answered in a timely manner and all issues are addressed.
— Weekly shift schedules — create weekly coverage schedule to optimize responsiveness and adherence to SLA.
— Monthly bonuses — discuss team member’s assessment of his/her performance, manage team bonus scheme.
— Approve vacations and monthly invoices.
— Determine soft-skills, customer service and technical gaps within the team and arrange training
Analyze team workload and make staffing recommendations.

Support
— Be the goto person for business issues, customer relationship and communication of service interruptions to customers.
— Represent the support team to management and other teams.
— Hold weekly Support Team meetings to assess performance and determine focus areas. Communicate decisions and actions to the support team and follow-up on all items.
— Define and continuously monitor support quality and efficiency metrics and trends. Provide monthly and quarterly reports with retrospective and analysis.
— Proactively identify and implement processes and procedures to improve the operation and customer satisfaction.
— Define requirements for support systems (i.e. Supervisor, Call Center, Chat Bot) and work with the technical team to implement.
— Oversee Customer Support Portal (support page) and ensure that customer FAQs and other support materials are helpful and relevant and used.
— Monitor customer reviews on external websites. Address issues and drive support improvements.

KPIs
— Support Quality (i.e. SLA, responsiveness, CSAT).
— Support Efficiency (i.e. tickets per person per month, size of support team relative to the customer base).
— External Customer Rating and Reviews.
— Self-serve customers onboarding and account growth.

Про проєкт

airSlate empowers individuals and teams to digitize and automate business processes at any scale quickly and effortlessly.
airSlate combines PDF editing, e-signing, workflow and robotic process automation, contract negotiation, document generation, and web forms into a single, no-code business automation platform.

The Customer Support Manager leads the team in delivering top rated customer service and creating an environment of continuous learning and improvement. He/She is ultimately responsible for the quality and efficiency of customer support, and the morale and professional development of team members. Support Manager is also responsible for Customer Success including onboarding new customers and account growth. Support Manager’s success is measured through the success of customers and team members.