Customer support manager (English)

About company:

Our company is engaged in the development of its SaaS services for e-commerce. We are looking for a customer service manager who can communicate and help customers by phone, in English with 1+ year of experience.

What do we expect from a candidate? You are a goal-oriented, sociable and attentive person. The ability to work in a team and a sense of humor are also especially important.

Requirements:

• Perfect written and spoken English (from B2);
• Ability to communicate on the phone and email and convince people;
• Ability to answer customers shortly, clearly, and POLITELY using our Tone of voice
• Self-control in any incomprehensible situation;
• Ability to work without outside supervision is a MUST;
• Fast learning;
• Self-motivated and positive attitude;
• Interaction with the technical team: the ability to understand and explain the essence of any issue, briefly and clearly

Will be a plus:

• Experience in a support/call center environment;
• Proficiency in basic techniques of working with clients and their objections;
• Experience in sales or cold calling;
• Experience in SaaS services.

Duties include:

• Conduct demo presentations for new clients;
• Know the service competitors, how the service differs from them, and be able to explain the benefits of the service;
• Be able to determine the issues with user accounts, create the tickets for the technical team, if a user’s problem couldn’t be solved on the spot;
• Contact users (by email and phone call) regarding their account/trial expiration;
• Answer questions about the service’s purpose and how it works;
• Completion of documentation to improve the customer success department’s process;
• Maintain and update the Freshworks CRM system.

We consider both full-time and part-time employment. Be ready to complete our test task.