You will manage the customer service and success team that provides support and guidance to our end users (caregivers for the elderly) and our B2B customers (managers in agencies that employ caregivers).
You will manage a team of 12 customer success agents and account managers and will lead them to achieve their SLA in providing support and their goals in retention, renewals, and upselling.
Responsibilities
Developing and implementing the department’s strategy, to become more effective, proactive, and efficient.
Customer Support
- Managing the customer support agents.
- Managing the team’s SLAs: setting, monitoring, and managing the team SLAs.
- Implementing new support tools (such as chat, and WhatsApp if and when required)
- Implementing self-service tools.
- Creating an onboarding process.
- Managing the internal and external knowledge base.
Customer Success
- Managing the account managers.
- Managing the team’s goals for retention, renewals, and upselling: setting, monitoring, and managing.
- Developing and implementing new processes, based on a more proactive approach.
- Implementing self-service tools.
- Creating an onboarding process.
- Managing the internal and external knowledge base.
Requirements
- Minimum of 3 years experience in monitoring and managing SLAs
- Minimum of 3 years experience in managing customer support
- Minimum of 1-year experience in managing customer success/sales
- Management experience of minimum 5 internal/external team members
- Minimum of 5 years experience working with CRMs
- Experience in implementing/using self-service tools such as bots, automated Q&A, forms, and more.
- Designing and implementing the use of a new CRM- an advantage
- Managing a knowledge base- an advantage
- Experience in sales- an advantage
