Position: Customer Support Manager
Company: People Force
Category: Sales
Experience required: 1y
English level: upper

PeopleForce is an all-in-one, cloud-based HRM solution to help businesses evaluate and automate all aspects of HR and recruitment processes. We build a high-performance culture in teams around the world, starting from our own. PeopleForce is a single HR platform that manages your entire employee experience. 

So if you're passionate about working in a dynamic, fast-growing company with cutting-edge technology, ambitious goals, and opportunities for development, join us to drive the HR industry togethe

Our team is looking for a Customer Support Manager with 12-18 months of experience in SaaS (IT) projects. The ideal candidate is a team player who is ready to make the role their own and help shape easily our customers' journey to PeopleForce software.

Requirements:

Experience in the Support Role role 12-18 months;

English B2 Level, another language would be a plus;

Must be a critical thinker and a detail-oriented problem-solver;

Excellent verbal and written communication skills, with the ability to understand and analyze problems without extensive context;

Curious and quick learner, with a healthy dose of initiative;

General IT knowledge with the ability to educate customers via phone or email or other communication channels;

General business knowledge and understanding of business processes;

Excellent time management skills, ability to efficiently prioritize tasks, and remain flexible;

Enjoy a fast-paced and team-based environment with the ability to create a positive environment facing adversities;

Great conflict resolution skills;

Experience using Intercom or other chat solutions;

Ability to multitask using a variety of different programs and platforms;

Responsibilities:

Assist customers and respond to service requests/inquiries by email, chat, or otherwise department-adopted tools;

Answer customer inquiries by understanding customer issues or requests, clarifying details, researching, and providing information and/or solutions;

Resolve customer issues through education, solutions, or appropriate escalation;

Document customer interactions with details of inquiries, as well as actions are taken within the company's CRM or otherwise designated system;

Foster/establish a great relationship with customers and help them get the most out of our product;

Achieve productivity standards while maintaining the highest level of customer service (e.g., meets or exceeds all departmental goals);

Escalate unresolved customer questions, issues, or complaints to appropriate individual(s) for quick resolution; through the defined escalation process;

Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality, and customer care issues;

May include other duties as assigned by Management;

Nice to have:
Experience: Intercom, Hubspot;
Working conditions:

100% remote job;

Work in a fast-growing leading B2B software development company with a flat structure;

Work schedule, 8 working hours a day Mon-Fri (10 am - 7 pm in the Kyiv time zone);

Smart colleagues to share and exchange knowledge with;

A lot of chances to grow;

Paid Annual leave (20 working days); 

Paid Sick leave (10 working days);

Quarterly and annual social and team-building events;

Are you a passionate problem solver who thrives on working with clients to deliver exceptional experiences with our product? Join our dynamic team at PeopleForce and apply today to embark on a journey of creating the best client experience possible.

Qualified candidates are requested to send their resumes and salary range requirements.
Join our team and be part of the ambitious journey!