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Customer Support Director

2 months ago

San Francisco, California, United States Hire Aiva Full time

About the Role

Hire Aiva is seeking a highly skilled and experienced Customer Support Manager to join our team. As a Customer Support Manager at Hire Aiva, you will be responsible for leading our support operations and ensuring that our customers receive exceptional support and service.

Key Responsibilities

  • Prioritize, manage, and resolve inbound customer support inquiries via various channels
  • Develop and maintain external knowledge base articles to empower customers to help themselves
  • Write and maintain internal knowledge base to enable team members to efficiently resolve common customer support inquiries
  • Create educational content such as videos and screencasts to inform customers about new product features and updates
  • Deliver a high level of customer satisfaction across multiple channels
  • Identify common customer pain points and work with our product and sales teams to find sustainable solutions

Requirements

  • 3+ years of experience in customer support for a software as a service (SaaS) product
  • Experience with a help desk system like Zendesk, Freshdesk, Help Scout, or any other ticketing system
  • Experience with a live chat system like Intercom, Zopim, Olark, Live Chat
  • Experience writing technical documentation and internal and external knowledge base articles
  • Experience recording tutorials, how-to videos, and screencasts to educate customers
  • Experience with connecting various systems using a system like Zapier
  • Strong command of written English, with a portfolio of writing samples
  • Experience supporting customers in the USA and/or Canada
  • Nice to have: experience working in Customer Relationship Management (CRM) and/or real estate industries
  • Nice to have: working knowledge of how APIs work