Requirements

Operating system

Windows

Our requirements

• Minimum 3 years of customer service management experience, ideally in software or SaaS environments
• Strong leadership and mentorship qualities
• Proven expertise in recruiting top talent
• In-depth knowledge of customer service solutions, principles, and practices
• Ability to learn and communicate technical and product information
• Above average communication skills (phone, email, verbal)
• Able to define, follow and understand the value of procedures
• Very strong analytical and problem-solving skills
• Experience and values in building long-term relationships with customers
• Excellent critical thinking, communication and organizational skills
• Comfortable working in a scale-up environment
• High attention to detail
• Fluent in English, both written and spoken

Your responsibilities

• Leverage technical expertise to monitor team services and applications, using data analysis, customer journeys, and performance metrics
• Ensure the necessary resources and tools are available for quality customer service delivery
• Recruit, lead and mentor your L2 team to ensure you are strategically aligned to deliver exceptional support
• Empower your team to innovate and align with Keepit’s ongoing projects
• Track, monitor, and ensure your team maintains agreed-upon service standards
• Foster a culture of innovation, collaboration, inclusion, and continuous improvement, while promoting a positive and fun work environment
• Identify and address team challenges, improving morale and driving continuous enhancement.
• Promote growth through mentorship, recognizing achievements, and fostering diversity and inclusion
• Evaluate team members’ performance while addressing training and coaching needs
• Assist in the management and timely resolution of customer and partner escalations
• Plan and direct daily operations
• Collaborate closely with internal and external stakeholders, setting clear expectations and maintaining regular communication
• Provide timely updates to senior management on team performance, problematic issues and risks
• Coordinate effectively with other internal departments
• Monitor the accuracy of reporting and database information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve the quality of service and productivity
• Be able to adapt to evolving technologies and an exciting and high-growth environment
• Lead your team through transitions, providing clarity and support to ensure continued focus and motivation