Job location: Prague, CZ

Our client is a leading social media statistics portal

 

If interested in, please send your CV to <a href=""</a> or call +420 602 633 141

 

Summary:

- manage all customer support processes

- ensure that technical issues with company products are resolved fast

- lead and train a small team (5-7) of customer support specialists and manage the creation and continuous improvement of all support procedures

- take care of documenting and communicating customer problems and actively reaching out to other departments to sustainably resolve them

 

Job description:

- monitor and improve performance of the customer support team (Incident volume, % closed at each level, % escalated, % closed at each escalation point, backlog, sensitive accounts)

- set up key processes

- creation of a case solution database

- become a technical expert on companys’ products to successfully respond to all customer support and user issues

- be hands on in researching, responding and tracking on all technical and customer related issues

- listen, prioritize, and document customer requests and issues ensuring resolution and follow up on customer needs/requests

- work closely with product and engineering members to resolve customer requests

- manage customer expectations while ensuring they feel a sense of urgency and clear understanding of issues

- manage the customer support team by overseeing capacity, training and coaching and establishing clear objectives

- be responsible for overall performance of customer support team

- be in daily contact with customers from all over the world

 

We require:

- EU citizenship

- fluent English skills (international work)

- experience in leading a team of customer support representatives

- strong customer skills and project management skills

- sense of urgency, strong analytical and troubleshooting skills that drive you to problem solve complex technical issues

- work well with all types of engineering, PM, sales &amp; marketing professionals

- ability to multi-task with competing issues and prioritize appropriately

- organizational skills, focus on details

- team player

- excellent written and verbal communication skills

- the technical aptitude to master our CRM (salesforce.com) tool and products

- a highly self-driven sense of motivation

- previous position with similar responsibility, ideally in a SaaS company being responsible for customer support is a big plus