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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 Customer Support Manager to join our team and help drive the success of our support operation. As a key member of our support team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers are successful in achieving their goals using our platform.

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
  • Consistently deliver a high level of customer satisfaction across multiple channels
  • Identify common customer pain points and complaints, and collaborate 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