Experienced Customer Support Manager – Global Customer Experience Expert

As a seasoned Customer Support Manager at careerzynith, you will be the linchpin of our customer experience, ensuring that every interaction with our customers is a standing ovation. You will be the face and voice of our customer support team, turning issues into solutions and questions into answers. If you're a self-starter with a passion for problem-solving, a knack for making customers feel like VIPs, and a strong sense of collaboration, then this is your stage, and the spotlight is on you!

About careerzynith

careerzynith isn't your average software company. We're the market-leading provider of Alumni Management software, helping giants like Nike, LinkedIn, Bank of America, and the Royal Air Force stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations while creating a strong alumni value proposition. But we're not all business. We believe in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun!

Key Responsibilities:

* Establish strong trusted relationships with key customer team members and maintain consistent lines of communication to drive high customer satisfaction.

• Take a proactive role in monitoring and actioning/assigning customer-facing service desk tickets within SLAs; replying to customers and/or escalating to development teams.
• Handle all customer contacts, inquiries, and complaints regarding product, services, and technical-related issues in the first instance.
• Collaborate across our global Customer Support team and ensure smooth handoffs of all pertinent tickets between time zones.
• Provide multi-faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
• Maintain working knowledge of an ever-evolving software solution as a product expert and proactively keep informed with up-to-date information regarding our products, services, systems, and strategy.
• Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Operations.
• Monitor, respond to, and escalate incidents within Stage and Production environments and software stack.

Experience:

* 2-3 years relevant work experience in customer-facing Technical / Service Desk or Delivery Manager role (preferably SaaS).

• Fluency in the English language, verbal and written.
• Experience working with third-party SaaS stack applications.
• Strong proven organizational, prioritization, and time management skills.
• Relevant customer-facing experience in an international B2B environment.
• Excellent verbal and written communication skills; you'll be speaking to customers every day via email, phone, or video calls.
• Ability to collaborate with and coordinate teams; influencing without authority.
• Comfort in working with international customers at all levels.
• Ability to comprehend and explain technical concepts and solutions, especially to non-technical people.
• Passion for providing the best-in-class customer service and experience in accordance with careerzynith's processes and guidelines.
• Experience in running training and project management experience (agile and/or waterfall) a plus.

Why Join Us?

If you're passionate about a career in technology and ready to make a real impact, we would love to hear from you. At careerzynith, we offer a dynamic and inclusive work environment that fosters growth, creativity, and innovation. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our journey.

What We Offer:

* Competitive salary and benefits package

• Opportunity to work with a market-leading Alumni Management software company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible remote work arrangements
• Recognition and rewards for outstanding performance
• Access to the latest technology and tools
• A fun and inclusive company culture

How to Apply:

If you're excited about this opportunity, please submit your resume and a brief cover letter explaining why you're the perfect fit for this role. We're an equal opportunity employer and celebrate diversity, so we encourage applications from all qualified candidates.

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