Position: Customer support manager
Company: Norse
Experience required: 1y
Category: Support
English level: upper
Published: 2020-04-01T00:00:00+03:00

Norse is looking for a Customer support manager to join our cross-functional engineering team. We are now working together with a big industry player to create a new digital SaaS solution with global potential, and we need to build a support organization to ensure the success of this product. We are seeking a hands-on professional with good systems-level thinking skills. 
If you’re curious and passionate about new technologies and cutting-edge innovation, enjoy pulling together pieces of a puzzle to deliver a meaningful end-product this is the ideal role for you.
Interested in working with a team committed to innovation? We’d like to talk to you!

About us
We are a native digital company that create innovating and “state-of-the-art” solutions
We believe that new technology is vital for building great software
We always challenge the existing concepts in our area of work
Together with our customers, we use our know-how about how we can create digital solutions that win the hearts and minds of the end user.

Responsibilities:

Setup and create support organization from scratch
Setup customer service software including help desk, FAQ and process for handling customer support tickets.
Work closely with the product development team and provide input regarding product enhancements.
Report to customer management regarding support status and support metrics
Creation, implementation and ongoing enhancement of a Customer Experience strategy
Identify and prioritize customer feedback, potential opportunities, and drive change in the needed areas.
Develop customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer experience at every touch-point.
Drive continuous process improvement while advocating customers passionately and impact retention & growth KPIs positively.
Solve critical business problems and improve customer experience KPIs through data analytics.
Oversee and manage performance and service quality to guarantee customer satisfaction
Managing SaaS platform


Requirements:
Good knowledge of English (upper-intermediate both writing and verbal)
1+ years experience in Customer Support management
Excellent communication, presentation and interpersonal skills with great stakeholder relationship management
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
Experience dealing with different systems and modalities of support and communication.
Strong analytical and problem-solving skills
Empathy and passion for customer experience excellence.
Ability to be customer-oriented in managing communications and issues

What we propose:
Work on innovative and challenging projects with global reach
Competitive salary
Good opportunities for independent work and career development
Сomfortable and cozy office
Corporate events during the year
Parking for bicycles/shower
English lessons with a professional teacher