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Customer Support and Success Manager
hace 2 meses
About the Role:
We are seeking a highly skilled and experienced Customer Support and Success Manager to join our team at Agent Careers. As a key member of our support team, you will be responsible for providing exceptional support to our users, managing support escalations, and refining our customer success processes.
Key Responsibilities:
- Provide Support: Offer positive, professional support to our users, providing clear and concise guidance via various communication channels.
- Manage Escalations: Effectively manage support escalations related to the granting process and other technical issues.
- Project Management: Ensure effective project management of all issues from initial inquiry through to effective close.
- Team Collaboration: Work closely with the team to mitigate any issues that arise from the granting process between accounting, product, and customer support.
- Process Improvement: Develop clear and informative external-facing written communication materials and internal-facing guidance, macros, and more for our growing customer support team.
- Process Development: Build upon existing processes, procedures, and best practices to ensure a best-in-class customer onboarding and support experience.
- Philanthropic Understanding: Develop a deep understanding of the company's movement and what drives successful philanthropic leaders in their communities.
Requirements:
Must-haves:
- At least 5 years - 7+ years of relevant work experience
- Excellent communication skills
- Willingness to work hard, take ownership and responsibility for the scope of work
- Experience in a high-volume customer support and/or success environment
- Experience as a team leader, both building process and documentation, but also executing and getting deep into the work
- Lead with a customer-centric mentality (customer service experience in some capacity, non-domain specific)
- Act as a trusted, proactive partner cross-functionally to our other team leaders in community and growth
Nice-to-have:
- Experience in philanthropy (as a nonprofit professional, at a foundation, or at a company serving nonprofits or donors)
- Experience in fintech or accounting
- Experience managing virtual teams
- Experience using Asana, Google Suite, HubSpot CRM, and HelpScout
