Customer Success Manager

Job Description

💻 Job Type: Full-Time 📍Location : Remote ⏱️ Work Timings : 9AM to 5PM EST | Monday to Friday 🖥️ Experience Required : 3+ Years of relevant experience ⌛ Hiring Timeline : Immediate 🚀 Hiring Process : Resume review - Initial screen - Interviews (2) About the company: Incommon is hiring on behalf of Unific. Unific is a SaaS company empowering merchants to turn data into growth. Position Summary: We are seeking a highly motivated and experienced Customer Support Manager to join our team. They will be responsible for ensuring our customers are supported in using our SaaS products and will oversee the customer support team. The successful candidate will have experience and passion for customer support, technical acumen and a desire to provide exceptional customer service.. Key Responsibilities: 💼 Decrease customer support response time and maintain a high NPS score 💼 Proactive and helps our support team go above and beyond on service so that we can get strong reviews 💼 Manage customer support team and make sure they are achieving their KPIs 💼 Uses analytics and data analysis tools to know if Customer Service Department is improving or not improving 💼 Maintain and improve the existing knowledge base 💼 Identify opportunities for upsell/expansion 💼 Create and run existing playbooks and process for support requests 💼 Ensure customers are achieving their desired outcomes 💼 Manage and resolve customer issues and escalations in a timely manner 💼 Work closely with the product and customer support team team to identify customer needs and provide feedback on product improvements Requirements : 💪 Bachelor's degree or equivalent, but Unific values experience over education 💪 Strong attention to detail and organizational skills 💪 Worked as a technical support agent for 2+ years and has technical skills 💪 Understands databases, APIs and how data flows move between systems. Unific is a data heavy platform and these skills are a must. 💪 Management experience on a Software as a Service customer support team for 3+ years 💪 Experience with customer support tools such as Zendesk, Freshdesk or HubSpot ServiceHub 💪 Excellent communication and interpersonal skills 💪 Strong problem-solving and critical thinking skills 💪 Ability to work independently and as part of a team Show more Show less