Urgent opening for Manager, Customer Services

Job Description:

Position:

The Customer Service Manager’s (CSM) role at Jobiak is a high impact role where you will own Jobiak’s Customer Services (CS) for new businesses.  The CSM will service all customer needs including cross selling and upselling to SMBs. 

TheCSM is the single point of contact for our customer. He/ she plans, coordinates and controls the activities of the Customer Service Team to maintain and enhance customer relationships and meet organizational and operational objectives. This position will ensure that customer requirements and expectations have been accurately identified and are being met.

The CSM will work collaboratively across functions to implement strategies and tactical plans to drive effortless customer experiences and deliver results. The role also involves managing and mentoring a small team of Customer Service and Inside Sales Executives. The CSM will be driven and measured by CS’s SLA and revenue targets.

Key Responsibilities:

• Develop and implement an organization to support the departmental goals
• Develop CSto make it highly automated to meet the needs of all customers resulting in an industry leading and differentiated CS
• Establish CS as a single point of contact for CS related issues for all customers during their entire lifecycle at Jobiak. Understand customer queries and provide the best possible resolution for the same
• Partner with key stakeholders, including sales &technology to create outstanding customer experiences for our internal and external customers including the handling of complex technical support
• Develop, implement and align SOPs. Conduct reviews of SOPs and work instructions and updates for current accuracy This includes on-boarding new customers, conveying platform functionality, periodic changes/feature updates and own platform adoption
• Establish and support a work environment of continuous improvement that supports the company’s quality policy, quality system and appropriate regulations for CS
• Set up the CRM system, own and manage it to ensure all customer information and interactions are captured, kept up to date and utilized to meet and exceed customer expectations
• Evaluate team performance to manage the achievement of goals and reduction of errors. Establishes and implements business process improvement plans based on metrics and internal and external feedback.
• Develop, implement and manage the customer service and sales process to deliver on SLA targets including customer satisfaction, acquisition and retention

What we are looking for:

• Bachelor’s degree or equivalent experience
• 5+ years of work experience developing and managing successful online customer service centres for software/ SAAS applications serving the needs of both SMBs and Enterprises, specifically complex customer onboarding processes
• 2 years team management and inside-sales experience capable of building a small but effective team
• Very good knowledge of customer service tech/ systems and processes.  Must be systems and process driven to ensure SLA’s are met
• Experience leading by example and motivating teams and individuals to a high level of achievement. Excellent time management and multi-tasking skills.  Ability to set priorities and execute work in a fast-paced environment
• Success in delivering transformational change in a diverse operating environment, with the ability to demonstrate enthusiasm and encourage staff to view change positively
• Must be friendly, charismatic and have a proven track record of being able to successfully deescalate customer satisfaction issues in a timely manner
• Must be motivated by delivering on metrics for delighting, retaining, cross/ upselling customers.
• Driven, energetic, self-assured professional with high personal integrity.  Must be passionate about creating a highly differentiated customer service experience which will result in CS providing Jobiak with a competitive edge.
• Extremely customer focused with a great sense of urgency and desire to delight customers.  Should have interacted with US Enterprise customers
• Efficient, organized and detail oriented
• Strong communication (verbal and written), presentation, and project management skills across a variety of mediums
• Ability to develop effective, positive interpersonal relationships.  Must be friendly, charismatic and have a proven track record of being able to successfully deescalate customer satisfaction issues in a timely manner
• Ability to understand complex issues, including technical, and resolve them quickly and efficiently

Schedule:

• Flexible hours driven primarily driven by need but broadly around US Business hours (EST), Monday to Friday

About the Company:

Jobiak provides the industry’s first AI-based recruitment marketing platform that is designed to quickly and directly publish job postings to Google for Jobs, maximize their visibility and accelerate the flow of qualified candidates. Created for recruiters, talent acquisition teams and HR professionals, Jobiak offers the fastest and most direct path to posting jobs on Google for Jobs with “three clicks to publish,” all without the need for HTML coding or developer support. Jobiak is headquartered in Burlington, MA, with international offices in India. For more information, please visit https://www.jobiak.ai/