Key Responsibilities:
Elevate the customer service experience to create highly engaged customers and foster organic growth.
Take comprehensive ownership of customer issues, ensuring problems are resolved or escalated efficiently and effectively, in a worldwide 24/7 perspective
Manage a team of 6 people, geographically spread between North America and Europe
Help update roadmap with customer needs or recurring tasks
Develop and refine service procedures, policies, and standards to align with best practices and company goals.
Maintain meticulous records, documenting all customer service actions, discussions, and resolutions.
Analyze performance data to compile accurate reports, identifying trends and areas for improvement.
Lead recruitment efforts for customer service agents; mentor and develop the team, promoting a culture of excellence, encouragement, and empowerment.
Manage resources effectively, optimizing asset utilization to meet or exceed qualitative and quantitative objectives.
Champion our products, ensuring the support team is knowledgeable and enthusiastic in advocating for our solutions during customer interactions.
Qualifications:
Proven experience in a customer service leadership role, preferably in a B2B SaaS environment.
Strong analytical skills, with experience in report generation and data analysis.
Excellent communication and leadership skills, capable of motivating and driving team performance.
Demonstrated ability to manage complex customer issues, with a track record of successful problem resolution.
Familiarity with industry standards and customer service best practices.
Ability to manage and prioritize multiple projects and tasks effectively.
Languages: English and French fluent
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