Customer Support Manager for CARSYNC's innovative fleet management platform. Overseeing customer inquiries and ensuring effective onboarding and support processes.
Responsibilities
- Effectively resolve customer (both Experts and clients) queries in a considerate, accurate, and timely manner.
- Triage incoming requests and spot trends in customer issues to flag for the wider team, including Product, Legal, and Finance.
- Provide targeted customer support at pivotal points in the Expert customer life cycle, leveraging thoughtful, personalized communication through email and live phone calls.
- Partner with leadership to spearhead cross-functional workstreams, embedding Customer Support as a critical component of the Catalant go-to-market strategy, and helping the function scale and mature with Catalant’s business.
- Identify and implement support process improvements throughout the support request life cycle.
- Develop a deep understanding of Catalant’s product offering to anticipate customer needs and problems before they surface.
- Proactively surface customer feedback and highlight improvement opportunities to inform Product, Marketing, and Customer Experience initiatives.
- Identify, reproduce, and document bugs for our Product and Engineering teams.
- Review and evaluate newly signed-up experts to determine readiness and fit for the Catalant marketplace.
- Establish trust-based relationships with newly signed-up & established experts to coach them on competitively marketing their experience.
- Provide ongoing advisory services to experts on an as-needed, as-requested basis.
- Help create content and communications for helping our Experts stay informed, navigate, and succeed on the platform.
- Support Catalant team members in identifying and recommending the best possible candidates for marketplace opportunities.
- Develop a deep understanding of the independent consulting business model and anticipate market needs and product opportunities before they surface.
- Work with Expert Operations leadership to support various cross-functional, strategic projects and tactics to drive company goals
Requirements
- 3+ years of Customer Support experience, especially in an enterprise-focused role at a B2B technology company or marketplace platform company
- The ability to smoothly transition between different job responsibilities throughout each workday
- Proven ability to successfully work with a diverse array of stakeholders and expectations
- A service-oriented approach that balances the needs of our experts, our clients, and our company
- The ability to identify, diagnose, communicate and resolve customer requests quickly and efficiently, including reaching out to subject matter experts when necessary
- Ample curiosity to dig in and solve problems with proactive, creative thinking
- Exceptional verbal and written communication skills to deliver polished presentations, copy writing and other materials as needed
- Ability to build effective, cross-functional professional relationships.
- Self-motivation and an ability to thrive in a fast-moving startup environment.
- While experience working with independent consultants or in marketplace organizations is not required, the ideal candidate will have a keen interest in both of these areas.
Benefits
- Flexible paid time off
- 13 company holidays + a week off from Christmas through New Years
- Twelve weeks of paid parental leave regardless of how you choose to grow your family
- Generous health insurance coverage as well as optional vision and dental
- 401k to save for retirement
- Pre-tax commuter and flexible spending accounts
- A lifestyle spending account to be used towards cell phone, internet, commuting, and learning & development
- Wellness stipend for your mental, emotional, or physical wellbeing needs and support
- Work from Home stipend
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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