Customer Support Manager (offline)

PeopleForce is the heartbeat of modern employee management. Through our single HR platform, we empower businesses to effortlessly manage the entire employee experience. Our platform centralizes all your HR needs, streamlining every aspect of the employee lifecycle. Driven by innovation and efficiency, PeopleForce is revolutionizing the HR landscape and building a movement that enhances, optimizes, and celebrates the employee experience globally.

Are you passionate about shaping the future of HR Tech? Do you thrive in a fast-paced SaaS environment with ambitious goals? Join us at PeopleForce, where we foster a high-performance culture, starting with our team. Come be part of the drive to redefine HR Tech. Let's journey together!

Who We Are Looking For: Customer Support Manager
Our team is looking for a Customer Support Manager with 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.

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;
Requirements:
Experience in the CS role 6-12 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;
Nice to have:
Another language - Polish/Spanish B2 for free speaking/writing would be plus!

Why PeopleForce?
At PeopleForce, we believe in nurturing talent and providing opportunities for growth. When you join our team as an Customer Support Manager, you will become part of a dynamic and inclusive workplace that values innovation, collaboration, and creativity.

What do we offer?
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;
Opportunities for skill development and career advancement
If this sounds like something you would like to be part of, we'd love for you to apply!
Join our team and be part of the ambitious journey!

About PeopleForce

PeopleForce is the best All-In-One HR software to manage your workforce. From recruitment, onboarding, or time tracking, we create and provide first-rate HR software for companies. PeopleForce helps thousands of businesses, from startups to large enterprises build a high-performance culture.

We want PeopleForce to show a unique face to the world. And if you're passionate about working in a dynamic, fast-growing company with cutting-edge technology, smart colleagues, and opportunities for development, come grow with us!

We designed PeopleForce to be easy to implement, and have powerful features, yet flexible enough that it can be tailored to specific customers’ business processes.
Our product consists of six modules:
- PeopleHR
- PeopleRecruit
- PeopleTime
- PeoplePulse
- PeoplePerform
- PeopleDesk
Each one of them can work exclusively or be combined with the others.

Company website:
https://peopleforce.io/