Customer Support Manager

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you

Role: Customer Support Manager
Location: Remote

About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.

Role Description
The Regional Customer Support Manager is responsible for the AMER & EMEA-time zone support team, as well as support escalations, and communication on product fixes and enhancements with the dev team.

Key responsibilities:

Developing a high-performing support team

• Creating an inclusive, collaborative, and productive team culture.
• Continue to grow the team with uniquely skilled, high caliber people.
• Training and developing team members and expanding their potential through active coaching and skill development.
• Setting stretching but achievable goals, managing performance, celebrating successes and motivating improvement where there is underperformance.
  

Delivering excellent customer experience across the customer journey

• Ensure excellence in our support provided across phone/email/chat/zoom, with empathy and clarity in all customer interactions.
• Create a seamless experience with other teams to facilitate the conversion of trialists, product onboarding, management of accounts, and churn mitigation.
• Contribute to the Help Centre, continuing expand and improve the content and accessibility of resources available to users.
• Be the highest escalation point for customer queries, before the development team.
  

Driving product fixes and improvements

• Become a product master, understanding the product and its use cases deeply enough to effectively communicate with the product team, and solve the most complex issues.
• Be the ultimate 'voice of the customer', delivering feedback to the product team to shape the product roadmap based on common customer needs and questions.
• Improve bug resolution through process and communication with the product team.
• Spend time in our ticketing system, Intercom, ensuring customers and prospects receive timely, helpful responses about software and hardware problems.
• Provide regular feedback to the team on trends in the support channel, including key metrics and NPS scores.
• Installing and downloading software.
• Determining software and hardware requirements to provide solutions to problems.
• Adapting existing programs to meet users' requirements.
• Ensuring efficient use of applications and equipment.

Typical team structure:
Customer Support Specialists assigned to majority AMER & EMEA – time zone hours, based offshore in the Philippines.

KPIs: (these are the KPIs for ratings)
Team development: support team performance.
Median time to respond
Global support contributions

Other PIs:
Quality of Responses
CSat & Customer Conversation ratings

What's in It for You:

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you Apply directly on this job ad, and let's forge a brighter future together

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.