Customer Experience Manager (Tech Support)

TL;DR

Customer Experience Manager (Tech Support): Driving the overall customer experience with a focus on reactive technical support, diagnosing and troubleshooting customer issues, and owning end-to-end ticket cycles. Focus on collaborating with Product and Development teams to resolve complex issues and utilizing communication tools for effective client interaction.

Location: Fully Remote. Requires candidates to be based in Boston or Tampa.

Company

hirify.global is a recruitment productivity platform that centralizes all daily recruitment activities, helping recruiters book more meetings, secure more interviews, and make more placements.

What you will do

• Cover all aspects of inbound customer support, including diagnosing and troubleshooting issues and owning the end-to-end ticket cycles.
• Collaborate with Product and Development teams to diagnose complex issues and maintain communication with impacted users.
• Utilize communication tools like phones, video calls, emails, and online chat for client interactions.
• Collect customer feedback and collaborate with internal teams to implement improvements and guide product enhancements.
• Continuously expand your knowledge of products and services to better drive customer success.
• Create and update quality educational content such as Intercom articles and FAQs.

Requirements

• Customer Success or Technical Support experience in the SaaS space.
• Experience working with various CRM platforms.
• Excellent written and verbal communication, with the ability to simplify complex ideas.
• Strong listening and problem-solving skills.
• Ability to work with multiple ongoing priorities and live projects.
• Ability to work cross-functionally with distributed remote teams in a startup environment.

Nice to have

• Experience working for a Recruitment Technology company.
• Experience with Intercom, Zendesk, or other ticketing platforms.
• Strong presentation skills.
• Strong technical acumen.

Culture & Benefits

• 25 days holiday (not including federal holidays).
• Macbook and any extra tech or software necessary for your role.
• Remote first business with flexible working arrangements.
• WeWork Global Access Pass.
• Private medical, dental & vision insurance.
• Extended mental health cover and Employee Assistance Programme (EAP).
• Company trips such as Miami & New York.
• Opportunity to make a significant impact in an early-stage startup.