Customer Support Manager

Are you the Sherlock Holmes of Customer Support? As a Customer Support Manager, you're not just another cog in the machine—you're the linchpin of our customer experience!

As part of a wider Customer Support Team, you are the one-person task force who ensures that every customer interaction receives a standing ovation.

Your mission, should you choose to accept it, is to make every customer feel like they're the only customer. You'll be the face and voice that turns their issues into solutions and their questions into answers.

You'll be the master of the support domain, diving into analytics, identifying trends, and implementing strategies that keep our customers smiling.

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 EnterpriseAlumni:

EnterpriseAlumni isn't your average software company. We're the market-leading provider of Alumni Management software, helping giants like Nike, LinkedIn, and JPMorgan stay connected with their Alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations. 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 relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction.

· Take a pro-active 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 level

· Collaborate across the global Customer Support team and ensure smooth handoffs of all pertinent tickets between time zones.

· Partner with sales and customer success teams to identify commercial opportunities within active accounts and align customer goals and strategy to product deliverables.

· 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.

· Contribute to the overall Customer Support reporting efforts by keeping information up to date and communicating transparently

· Maintain working knowledge of an ever-evolving software solution as a product expert and pro-actively 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 organisational, prioritisation, 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 EnterpriseAlumni’s processes and guidelines.

· Experience in running training and project management experience (agile and/or waterfall) a plus.

Why Join Us?

At EnterpriseAlumni, we're not just a team, we're a family. We work hard, play hard, and always have each other's backs. We offer a fast-paced, innovative, and inclusive environment where creativity is our currency, and every success is celebrated. If you're passionate about a career in technology and ready to make a real impact, we would love to hear from you.

How to Apply:

Interested candidates are invited to submit their resume, and a brief cover letter explaining why they are the perfect fit for this role.

EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
NO RECRUITERS.
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