Middle Customer Support Manager (offline)

PeopleForce is the core of modern employee management. Our comprehensive HR platform is built for easy and efficient management of the entire employee experience.

We offer innovative, streamlined HR solutions globally. Our platform not only simplifies HR processes but also enhances business-employee interaction.

We value a high-performance culture and believe in each individual's potential. We seek enthusiastic innovators excited about shaping the future of HR Tech.

Join us to transform traditional HR into a dynamic, efficient, user-friendly experience.

Now, our team is looking for a Customer Support Manager with 2-3 years 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 2-3 years;
• English B2 Level, another language, would be a plus. Ukrainian/russian fluent - MUST;
• 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/ experience with live chats;
• 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 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.

   

Working conditions:

• 100% remote job.
• Work at a rapidly expanding B2B SaaS HRM company.
• Full-time basis, flexible work schedule within 8 working hours a day (Mon-Fr).
• Smart colleagues to share and exchange knowledge with.
• Annual leave (20 working days), Sick leave (10 working days).

• 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!