Customer Support Manager (Junior/Middle)

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.

Who We Are Looking For:  Customer Support Manager
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 1-3 years;
• English B2 Level, another language would be plus;
• Experience in configuring products or systems for clients will be a strong 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.

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.

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?

• Fully remote work with flexible schedule.
• Work with a young, modern team of professionals in a fast-growing B2B SaaS HR tech product company with ambitious goals.
• Learning and development: as we like our business growing fast, there’s absolute support to invest in our team members’ self-development.
• 100% remote role with flexible schedule (Mon–Fri).
• Medical insurance and corporate benefits after 3 months.
• Modern equipment, M1 MacBook, set up your home office and be productive.
• Paid 20 days of annual leave and 10 days of sick leave.
• Opportunities for skill development and career advancement.

If you are an innovative, highly skilled HR leader with a strong passion for making a significant impact in the industry, we would love to hear from you.
Join us to play a pivotal role in reshaping the HR Tech landscape and contribute towards building a more prosperous and successful product.