Customer Support Manager
AnchorFree - Sunnyvale, CA

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Summary: Develop a scalable customer support organization and oversee the staff to ensure that customers are receiving the appropriate assistance. This includes managing all procedures related to the identification prioritization and resolution of customer help requests, including monitoring tracking and coordination of support Helpdesk functions. The Customer Support Manager will also contribute to problem resolution by giving in-person hands-on support to customers as necessary, by acting as the level 2 or 3 escalation point as required and by providing expertise and training to customer staff as appropriate.
  • Job Responsibilities:
  • Promote customer satisfaction and loyalty by demonstrating an understanding of customers' critical issues with the product and helping them solve it
  • Work with the Customer Support team to ensure consistently positive customer experiences by providing oversight and management for technical issues
  • Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
  • Serve as a customer advocate within ZenDesk and Jira and report customer feedback internally to Product Management and Engineering
  • Provide monthly account reporting to efficiently manage time to focus on activities that ensure client satisfaction and service renewal
  • Share best practices with team members to contribute to enhance the quality and efficiency of customer support
  • Identify opportunities for selling products and services through support organization, and collaborate with product team on sales strategies and opportunities.
  • Required Skills/Competencies:
  • 3+ years in a customer facing role (account management, customer service, etc)
  • Experience with managing support teams and create processes that would lead to efficient customer support organization
  • Understanding of Internet and web applications like Jira and ZenDesk
  • Must possess a proven understanding of account business needs and knowledge of the support industry
  • Prior experience developing and scaling a customer support organization a must
  • Excellent verbal, written and interpersonal communication skills
  • Ability to learn new technologies while supporting existing products
  • Strong critical thinking, analytic and problem solving abilities
  • Ability to multi-task and prioritize job requirements
  • Strong project management skills
  • Excellent organizational skills
  • Excellent team player but able to work under own initiative
  • Ability to facilitate and lead cross-functional teams
  • Compensation and Benefits:
  • Highly competitive salary
  • Excellent employee stock option plan
  • Relocation assistance available
  • Free food and drinks
  • Foosball, Small gym and showers, Pool table, Table Tennis
  • FREE Medical, Dental and Vision
  • 401k
  • Easy Access to Caltrain and Light Rail (free pass)
  • New Laptop (mac or pc) and Monitor
  • Employee discounts on HP, Apple and Verizon

AnchorFree - 14 months ago - save job - block
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