Customer Service Representative providing support for clients and their pets at a veterinary clinic. Managing appointments, addressing inquiries, and ensuring a positive customer experience.
About the role
- Manager, Customer Support leading a high-performing team at Minga. Driving AI strategy and daily operations of customer support in a hybrid environment.
Responsibilities
- Lead, coach, and manage a high-performing team of Customer Support Representatives
- Drive the end-to-end strategy for AI customer support
- Oversee the daily operations of the support team
- Analyze support data to identify trends and opportunities for process improvement
- Collaborate with the Digital Customer Success team to ensure comprehensive self-service content
- Establish and manage a quality assurance framework for customer experience
Requirements
- 3+ years of experience in a customer support or help desk role within a SaaS environment
- Proven ability to coach, motivate, and manage a diverse team of support professionals
- Strong ability to define, track, and report on key support metrics
- Exceptional written and verbal communication skills
- Ideally you have demonstrated experience implementing, configuring, and managing Customer Support tools like Intercom
- Experience leveraging AI/Chatbot technology for customer support is a strong asset
Benefits
- Flexible, Hybrid-First Work
- Inclusive leadership
- Culture of connection
- Growth investment
- Recognition that matters
- Perks with purpose
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