Position: Customer Support Manager, Tier 1
Company: Bizzabo
Category: Support
Experience required: 3y
English level: intermediate

Required skills

— Minimum of 4 years experience in support management with client-facing experience in a SaaS company, managing a team of at least 5 support reps,
— Have excellent verbal and written communication skills in English — A MUST
— Familiar with Zendesk and Jira
— Someone who enjoys talking to people
— A great communicator who can easily explain complex issues
— Have a customer-focused attitude and put customers first in all interactions
— Goal-oriented, motivated, and able to adapt quickly
— High level of organization and great attention to detail
— Uses a great sense of humor to overcome any obstacle

Responsibilities

As a manager in the Customer Care Team, you are responsible for coaching members of the Tier 1 Customer Support and Care team to ensure fast and accurate response to customer inquiries. This role is a client-facing role that will lead and encourage the team to excel in customer service supporting our client values in all interactions.

What you’ll be doing:

— Serve as a line manager, mentor, and coach for Client Support Tier 1 Team members
— Oversee team staffing, ensuring that the correct skill sets and personalities are represented in order to maximize team effectiveness
— Organize and plan Tier 1 shifts to provide 24/7 coverage
— Demonstrate team value to the business through both the definition and measurement of quarterly objectives
— Collaborate with all members of the Client Support Team to ensure an effective support environment for our clients
— Define and improve processes related to the support of our clients and the supporting environments
— Create and share metrics and reporting that highlight support workloads, trends and concerns
— Drive continual improvements in the support process, overall production quality, and innovation
— Communicate with customers over email, chat, and phone
— Become a Bizzabo product expert and provide to customers best practices on product usage.
— Bring your creative thinking, strategies, and ideas to advance Bizzabo’s growth

Project description

Bizzabo is the only event success platform for in-person, virtual, and hybrid events. Bizzabo’s all-in-one event software helps companies measure, manage, and scale events towards key business outcomes—empowering every organizer, marketer, exhibitor, and attendee to unleash the power of professional events. Bizzabo powers events for brands like Amazon, Electronic Arts, Financial Times, Forbes, Siemens, and Salesforce to name a few. The company was founded by Boaz Katz, Alon Alroy, and Eran Ben-Shushan, and has hundreds of Bizzaboers working around the globe.

Bizzabo is landing in Europe! We are excited to be opening a new Bizzabo office in Kyiv and we are looking for hiring the pioneering team to join and lead the way. If you are passionate about building, shaping and leading a brand new team in a brand new Bizzabo site- this is the chance to do so.