Position: B2B Customer Service Manager
Company: PLVision
Category: Project Manager
Experience required: 5y
English level: upper
Published: 2023-03-01T00:00:00+02:00

Our Delivery Unit is looking for a highly professional B2B Customer Service Manager with 3+ years of experience in a leadership role (Head of Department or Team Lead). It’s an opportunity to lead and extend our customer service stream by leveraging PLVision’s focused, in-demand expertise in computer networking product development. Our clients include networking industry leaders from Fortune 100 and 500 as well as innovative, disruptive startups based in North America, Europe, and Israel.

This role is focused on providing outstanding customer service to our clients while taking care of all aspects of customer engagement and effective project coordination. You will work in close collaboration with Business Development Department and CTO. We expect the ideal candidate to have excellent communication and organizational skills, fluent English, as well as an engineering mindset. Knowledge of the networking domain would be a huge plus.

**Responsibilities**
- Development and implementation of customer support processes and procedures to increase customer satisfaction and experience
- Continuous communication with customers
- Providing project teams with new information related to customer’s business needs
- Project management
- Project risks management
- People management
- Interviewing and hiring new customer service specialists
- Collaboration with the Delivery and Business Development departments to resolve customer issues in the most efficient way
- Conflict management and resolution

**Requirements**
- 3+ years of experience in a leadership role (Head of Department, Team Lead)
- Strong communication skills and Advanced level of English
- Experience in developing and implementing company-wide processes
- Experience in developing and implementing customer support policies and procedures
- Proven experience in resolving customer service issues
- Experience in communication with customers
- Experience in the management of remote and distributed teams
- Ability to handle conflict situations and overcome challenges
- Excellent interpersonal, organizational, decision-making, and problem-solving skills

**Would be a plus**
Experience in enterprise-level support
Understanding of the computer networking domain
Technology education