Deskhiker - Remote Jobs

Customer Support Manager in United States

3 days ago
ClickTime
ClickTime is a recognized market leader in time and expense management software. Every hour of every day, ClickTime's SaaS platform is hard at work serving thousands of enterprises, nonprofits, and governments around the world. From bootstrapped beginnings, ClickTime has now tracked over $140 billion worth of employee time, helping its customers understand and improve their workforce efficiency, profitability, and resource planning. ClickTime has grown to 40+ people currently working 100% remotely - all profitably and without any outside investment - and is excited to jump into the next stage of company growth.

About the Role
We are industry leaders in the time management space largely due to our outstanding customer service. Because of our detailed product knowledge, our desire for our customers to be successful, and our continued investment in customer relationships, we've earned a reputation as a best-in-class software provider.

As our Customer Support Manager, you'll be the torchbearer for continuing that line of excellence. You'll not only delight customers with the service they've come to expect, but lead a team to do the same. Along the way, you'll improve workflow, serve as an evangelist for customer support across the organization, and help the team reach key customer service KPIs. This is a great opportunity to grow your management skills, shape and grow a distributed team, and create an impact at a time of critical growth.

While our headquarters are based in San Francisco, we are considering all candidates based in the United States who are willing to work Pacific hours.

Responsibilities

  • Ensure a world-class customer experience
  • Manage our existing Customer Support Team; grow the team as needed
  • Lead regular team meetings; keep the team informed of process changes and new initiatives
  • Oversee and assist with developing documentation about processes, procedures, products, and training materials
  • Collaborate with peers to improve workflow in order to deliver a better customer experience
  • Communicate customer feedback to Customer Success, Sales, Product Management, Software Development, and other teams as needed
  • Manage incoming product support requests and triage situations (technical, functional, or billing)
  • Monitor our trouble-ticket database to ensure a speedy response to all requests
  • Contact customers to survey general satisfaction and their need for additional products or services
  • Interview, onboard, and train new team members

Qualifications

  • 3-5 years in a customer support role working for a Hardware, Software, Internet of Things, or SaaS organization
  • Experience with Zendesk, Salesforce; experience with Quickbooks, HTML, CSS a plus
  • Demonstrated ability in driving customer retention and fostering meaningful customer engagements
  • Experience tracking and reporting on KPIs
  • Outstanding ability to grasp, understand, and troubleshoot complex technical products
  • Passionate about helping customers; extremely empathetic to their needs 
  • Excellent analytical skills. Ability to read, analyze, and interpret business requirement documents, technical procedures, or governmental regulations
  • Excellent verbal and written communication skills
Mid Level
Full Time
Americas

Customer Support Specialist in North America

26 days ago
CitizenShipper
CitizenShipper is a share-economy shipping and transportation marketplace that connects people who want something delivered with drivers who can actually do the delivery. As a marketplace, we focus mainly on helping pet owners find a transporter for their pets and so far we’ve helped thousands of pet owners reunite with their pets. We are a virtual team and all work remotely.

The Role:

We are looking for a tech-savvy self-starter with excellent work ethic, organizational, and strong written communication skills, who is looking for a permanent position and who could be with us for the long term as we grow. You will work well in a team and enjoy interacting with others when needed. Previous customer support experience required.

  • Proven experience working in two-sided marketplace companies
  • Proven experience working in shipping and logistic companies
  • Experience using Zendesk or similar CRM tools

As well as

  • You are based in North America
  • You will always go above and beyond to make things right for the customer and you have rare people skills that allow you to get out in front of problems and proactively help customers with potential troubles
  • You are great at talking to frustrated customers and helping people is your hobby
  • Educate and empower our customers to become better users of CitizenShipper
  • Answer all questions related to CitizenShipper
  • Own the customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home
  • Proactively look for solutions to problems and propose improvements if something could work better
  • Proactively provide feedback to internal teams that help to improve CitizenShipper and create a better customer experience

Perks:

  • Working with us is comfortable and easy
  • Our team is international
  • Everyone works remotely (from home)
  • We have a “minimum meetings” culture
  • We’re still growing, and you have a lot of room to grow with us
Mid Level
Full Time
Americas
1 of 1