Customer Service Support Manager

Hey! Are you interested in working remotely with a fun and talented team? Then maybe you can come work with us!

Who are we? We're Zipify Apps, a software as a service company with a suite of apps for the Shopify ecommerce platform. We're looking for someone who can lead and support our Customer Support Team and ensure that all customer queries and issues are addressed promptly and accurately. The role involves a comprehensive understanding of our products, customer needs and the e-commerce industry. Sound like you? Good! Keep reading....

Responsibilities

• Onboarding and Offboarding new support agents
• Coach, develop, and mentor customer support agents
• Oversee correspondence and interactions of staff with customers
• Conduct research about product competitors and industry trends
• Manage support slack channels
• Provide assistance with troubleshooting technical issues and resolving service related problems
• Working directly with highest-level support merchants with an emphasis on providing the highest quality support
• Promote superior customer service and monitor customer satisfaction
• Meet quarterly with Intercom Account Manager, requesting any assistance we may need from them and discussing best practices and new features
• Develop and implement strategies to achieve organizational goals
• Maintain and update customer database, make customer service-related recommendations, and report issues and trends
• Managing support team schedule, reviewing & extending weekend schedule as needed
• Manage Intercom, monitoring response times and unanswered conversations as well as mentions in Inbox, assisting with the highest level of support that has been escalated through the support structure, checking bill for irregularities and testing new features
• Manage a support team of 10, meeting with team and team leads on a weekly basis
• Manage all customer communications, addressing needs in a timely and appropriate manner
• Manage and delegate special projects such as Intercoms Knowledge Base, Fin (Intercom AI), refunds, cancellation feedback, action-based pop-ups, etc
• Implement quality control plans to prevent or correct mistakes made during customer support
• Stats reporting, gathering info from Intercom Reports on a weekly basis
• Check that Grasshopper (phone line) is being answered and check/respond to voicemails
• Meet with key customers and identify new opportunities for growth

Qualifications

• Proven experience in a customer support role
• Experience with Intercom and Slack
• Strong decision-making capabilities
• Above-average communication, collaboration, and delegation skills
• Ability to motivate and lead people, and hold employees accountable
• Strong working knowledge of operational procedures