Customer Success Manager

Your responsibilities

We’re looking for a Customer Success Manager to help users and customers resolve their questions through all channels (including phone, email, chat & social networks), provide advanced training & support to enterprise customers and contribute to company-wide customer development effort by reporting feedback in a structured way as a mean of continuously improving product/market fit.

Your qualifications

• 3+ years experience in customer service, preferably for an Internet-based company, preferably a SAAS platform, with a focus on problem resolution and user satisfaction maximization.
• Track record of managing customer service requests over multiple channels, in a timely fashion, with a high level of courtesy and empathy.
• Native or bilingual proficiency in English (writing & speaking). Professional working proficiency in French, Spanish, Portuguese, Italian, German or Dutch (writing only) highly appreciated but not required.
• Experience collaborating with multiple disciplines including product, engineering, customer service & marketing and ability to structure thoughts clearly & succinctly in written form for consumption in an asynchronous workplace environment.
• Background or professional interest in social media management & content creation.
• BA/BS in Business, Marketing, Economics, Psychology or Sociology. Advanced degrees preferred but not required.
• Bonus: experience designing support material and training people in professional context.

Your competencies

If you have a track record of efficiency, integrity, follow-through on commitment, attention to detail, persistence & proactivity, then you will feel at home in our team. You will also get a head start if you can demonstrate an ability to remain calm under pressure, adaptability and high standards, as well as openness to criticism and listening & communication skills.

How to apply

Send us a link to your LinkedIn profile at career@loomly.com and let us know in a short paragraph why you would like to join the Loomly team and how you can contribute to our long-term goals.

Support Manager

Who Is Follow Up Boss?

• We’re a simple, communication and sales CRM for real estate teams (and we use our own product)
• We’re a bootstrapped, profitable company started back in April of 2011
• We’re a remote company with a mostly US-based team
• We don’t just claim to be customer-centric - we live it: https://www.facebook.com/followupboss/reviews

Apply Here

Why Work Here?

• We’re a young, ambitious company who only answers to our customers
• Opportunity to have a big impact on our growth and your career
• No red tape or pointless meetings
• Competitive salary, health/dental/vision insurance, 20 days paid holiday, and other great perks (fitness, coffee, etc)!

This Role Is For You If…

• You would describe yourself as patient, empathetic and having a good sense of humor
• You're a natural leader and truly enjoy working with team members to help them improve their own skillsets and workflows
• You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
• Superb written and verbal skills (with a professional yet fun demeanor).
• You're naturally curious and a problem-solver at heart
• You consider yourself tech savvy and efficient with SaaS applications

Your Qualifications:

• Self-motivated and proactive mindset
• Remote work experience is considered an asset
• Based in the USA, quiet home office with fast internet
• Prior experience in a customer-facing role (Support, Success, Account Management, or Sales)
• Prior experience managing a small team

Your Responsibilities Will Include:

• Answering incoming phone calls from customers to offer support
• Answering support tickets to help customers and free trials (we use Zendesk)
• Ensuring all customer questions are addressed daily
• On-boarding and setting up new accounts and winning them over from the get-go
• Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn
• Advocating customers’ requests and needs across the entire company (we use Basecamp)
• Educating the team and our customers about newly released features and functionality
• Direct coaching of the team to improve how they handle support tickets
• Contributing to our Help Center (help.followupboss.com)
• Leading a daily team huddle
• Running regular 1:1s with your direct reports

30 Day Targets:

• Learn the Follow Up Boss software & product offerings to be effective in the position
• Complete all position specific on-boarding tasks, setup, and initial training
• Virtually meet all Follow Up Boss employees
• Begin work on ticket queue

60 Day Targets:

• Actively work in the ticket queue on a daily basis
• Answer incoming calls and complete 20 training calls
• Work with individual team members to improve soft skills on phone and email
• Build templated responses that can be used for certain issues
• Run 1:1s with team members
• Lead daily huddle

If this sounds like a great fit we would love to hear from you.

Apply Here