Position: Customer Support Manager
Company: B2B Soft
Category: Support
Experience required: 1y
English level: fluent

About the company:

eHopper is a product company located in New York that provides business management solutions to businesses around the world. Their key product, the eHopper Point Of Sale system enables business retailers to efficiently manage their operations, cut costs, and promote repeat business with their customers. Today, eHopper Services, LLC continues to provide a point of sale solutions, improve upon their products, and influence innovation with business management.

Required skills:
•	1+ year of experience in a similar position responsible for increasing customer satisfaction;
•	Fluent and literate English (MUST!);
•	Customer service experience with clients and partners;
•	Ability to work in a flexible schedule for shifts including nights with the ability to log in remotely for emails and emergency tasks.
•	Knowledge of MS Office

Nice to have
•	Knowledge in JIRA, Confluence, Zendesk

Communication and Leadership skills:
•	Ability to communicate effectively with clients, team members and managers at all levels;
•	Excellent skills in communication, writing and listening;
•	Ability to work independently to make decision on his/her level
•	Effective intime communication with stakeholders;
•	Maintain Business Ethics, norms and rules of Business communication (phone/email/in-person) ; 
•	Ability to work as a member of a team;
•	Ability to work in direct contact with people as part of customer service;
•	Ability to maintain lasting business relationships with the accountability for results;
•	Leadership skills:
•	Outstanding ability to train and motivate team members;
•	Initiative and pro-activeness;
•	Ability to help others grow and develop their skills;
•	Ability to share your work passion with others.

Responsibilities
•	Effectively manage CS team scheduling, attendance, and overall performance;
•	Be able to solve CS issues through the product in close collaboration with product and delivery teams;
•	Be in charge of Tier 1 level support including logging, tracking, etc.;
•	Maintain high customer service standards;
•	Manage onboarding process of new customers 
•	Keep in touch with existing customers and provide them timely and accurate information about eHopper product
•	Develop objectives and KPI’s for the call center team day-to-day activities;
•	Collect, analyze and prepare reports on CS department statistics (CS metrics, ticket, etc.);
•	Hire and coach employees;
•	Collect Customer’s feedbacks (via CS tickets) and escalate it;
•	Actively participate in company’s projects that require Support involvement
•	Be able to support CS directly if needed

Why you should choose us:

•	We are a product company and you will have a great opportunity to work with advanced and progressive products;
•	Our position — great opportunity to implement your ideas!
•	We are focused on growth and innovation;
•	No bureaucracy.

Compensation & Benefits:

•	Work in successful U.S. IT company with an international team;
•	Participation in challenging project that is famous and successful in the U.S. market;
•	Career and proficiency development plans;
•	Competitive salary;
•	Paid vacation and sick leave;
•	Stock Option Plan for all employees
•	Health insurance;
•	Free English courses with native speakers;
•	Referral program;
•	Friendly atmosphere and corporate events;
•	Comfortable office near downtown close to the metro station.

Project Description:
We have internal product a POS solution:

eHopper’s primary product is a point-of-sale system utilized in retail and hospitality industry around the world. We continue meeting the challenges with a strong management team and a support infrastructure committed to work closely. 
We need to keep pace with the market changes and stay ahead of the curve and competition. 
Our goal is to continuously improve our product respond to market!
Learn more about eHopper on ehopper.com

Our Customer Support Team works directly with our clients all over the world
Our customer support agents have the unique opportunity of becoming experts in the field by learning the specifics of the retail industry and obtaining not only technical skills but knowledge of business processes, operational procedures, and customers’ daily needs as well.

As a member of the eHopper Team, you will be able to start and build your career in an international company where you can use your English skills and communicate on a daily basis with native speakers.  
You will gain valuable knowledge and experience by collaborating closely with our Development team in Kyiv and colleagues in our NY office.  
Our culture of continuous career development will also provide you excellent opportunities for accelerated growth and promotion.