Customer Support Manager

Found in: beBee jobs US - 7 days ago


Redwood City, California, United States Miles Full time

Responsibilities:

You will own app user relationship and resolve complex problems quickly and with the highest quality
Resolve user inquiries primarily through email while maintaining aggressive SLAs
Escalate issues and triage with engineering and product team
Lead, motivate and mentor support team members in a dynamic environment via a process driven culture
Compile and present reports on support teams performance to the leadership team
Implement processes to improve support teams efficiency, SLAs and survey scores
Serve as the voice of the customer and act as a liaison between customer and stakeholders
Contribute to Help Center & FAQ materials
Be a subject matter expert on the product
Maintain excellent interpersonal skills and professionalism while delivering the best customer service
Use customer feedback to pilot new support products

Requirements:

Bachelor's degree
3 year+ in a Customer Services position
Familiarity with Zendesk or other similar customer support tools
Familiarity with Jira or similar bug tracking tools
Familiarity with smartphone devices (Android/iOS)
Excellent organizational, communication and interpersonal skills
Adjust and adapt in a dynamic, fast-paced work environment
Commitment to excellence in behavior, performance and work product

Perks & Benefits

Competitive salary based on experience
401K program with company matching to help you invest in your future
Employee healthcare benefits includes medical, dental, vision insurance
Paid time off + sick days
Employee Referral bonus
Daily office meals and fully stocked kitchen
Monthly team-building activities and happy hours
Monthly gift cards
Stock in an early-stage fast-growing startup company
Our Commitment to Inclusivity and Diversity

Miles is committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.

Miles focuses on Marketplaces, Artificial Intelligence, Transportation, and Mobility. Their company has offices in Redwood City. They have a small team that's between 11-50 employees. To date, Miles has raised $6.125M of funding; their latest round was closed on April 2019.

You can view their website at or find them on Twitter, Facebook, and LinkedIn.


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