Senior Customer Support Manager

2 weeks ago

Manila, National Capital Region, Philippines Spocket Full time

Spocket is revolutionizing the world of eCommerce as we know it today. Because of Spocket, a mom from the United Kingdom, or a teacher from Saudi Arabia can start their own businesses with our platform.

At Spocket, we are on a mission to empower millions of online entrepreneurs. This is why we wake up every day. Today, Spocket enables over 100,000+ entrepreneurs across five continents to launch and scale their online stores.

On the outside, we're building something life-changing for entrepreneurs. Helping them achieve their goals is why we're all here. Changing an entire industry isn't always a straight path forward, but it's an experience unlike anything else.

On the inside, we are a fun and passionate group of people striving to build a world-class culture of freedom, full-ownership and responsibility.

We are looking for an experienced Senior Customer Support Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.

You're excited about the role because you will...

  • Strategy: Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations. Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
  • Team Management: Provide effective leadership to direct reports. Incorporating performance management practices through individual performance plans, periodic reviews and feedback sessions, coaching and development, and overseeing and advising direct reports on the performance management process. Foster a positive and collaborative work environment for the fully remote CS team, promoting teamwork, professional development, and employee engagement within the customer service team. Monitor and assess customer service performance KPIs, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
  • Customer Support: Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience. Oversee the daily operations of the customer service department, including handling escalated customer inquiries and issues in a timely and professional manner. Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
  • Collaboration: Collaborate with cross-functional teams, such as supplier support, marketing, and engineering, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
  • Procedures: Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery. Provides oversight and thought leadership in proposing process changes and documenting and prioritizing business requirements to streamline processes through the development, enhancement, integration, and rollout of new and existing systems

We're excited to have you because you have these skills...

  • Bachelor's Degree in Business Administration or a related field.
  • Proven Management and/or relationship management experience at a senior, strategic level role for at least 3 years.
  • Deep knowledge of the customer service team and overall departmental function
  • Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.
  • Experiences in E-commerce and the IT industry preferred.
  • Excellent communication and interpersonal skills, and attention to detail.
  • Have a highly structured work approach, and the ability to work in a fast-paced environment
  • Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
  • Exceptional problem-solving and decision-making abilities, focusing on delivering efficient and effective solutions for senior management.
  • Proficient in using customer service software (such as in Intercom), and other relevant tools to manage customer interactions and track performance metrics.
  • A sense of optimism, flexibility, resilience, grit, and creativity
  • Strong people-management skills and ability to grow team members and expand team
  • Agile and flexible about changing priorities and business needs and working with diverse teams and people
  • Strong multi-tasking skills, and ability to balance meeting critical deadlines while maintaining strong relationships with business teams, internal technical teams, and vendor partners.
  • Advanced business experience and the ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports are a plus.

You're excited about joining Spocket because...

  • We take care of our teammates. This is a unique opportunity to join a rapidly growing technology startup and taking care of our team on this journey is a priority.
  • We have curated a mission-driven workplace in which we believe in a positive and supportive team.
  • We offer all teammates the opportunity to provide insights on strategy and improve processes across the business.
  • You are eager to learn more about the fast-growing e-commerce industry.
  • We have an awesome and easily accessible office in Yaletown with snacks and fun people.
  • We love hanging out. A team that has fun together, stays together
  • We offer benefits so you can focus on building an awesome company

If this sounds like a great fit for you, apply now


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