As one of the fastest growing startups in the nation , we are a team on a mission to help our clients in the medical aesthetics industry to transform their patients' lives. In just under two years, we have gained over 2,000 clients in all 50 states and we aren't slowing down. Our quickly-growing teams are based around the US, and believes in constant, never ending improvement.
As the Manager of Customer Support, you’ll be responsible for exceeding the support expectations of our clients. You’ll have experience in recruiting, managing, and developing a customer service and support team in an SMB SaaS company. You should be proactive, responsive, and strategic; understand clients’ businesses, and be able to create and drive a support strategy that drives first contact resolution, high customer satisfaction and quick and effective support response.
Responsibilities
- Supervising day-to-day operations in the customer service department.
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Hiring and training new customer service agents.
- Managing the approved budget of the customer service department.
- Staying informed on the latest industry techniques and methods.
Experience Requirements
- 5+ years’ experience administering as a manager of customer service
- Experience with defining and reporting on KPIs.
- B2B SaaS industry experience
- Deep understanding of healthcare industry (mostly aesthetics)
- The ability to work effectively across functions (Operations, Marketing, Sales, Finance and Product) and organization levels (executives, peers, individual contributors).
- Excellent communication and negotiation skills.
Who you are
- Self-motivated and well organized.
- Ability to travel monthly
- Passionate about delivering value to the customer.
- Strategic planner and tactical problem solver with strong analytical skills.
- Demonstrable people and relationships skills.
- Excellent follow-up and leadership capabilities.
- Solutions-orientation, with attention to detail.
- Proven capacity to handle change and ambiguity