You Can't Put a Price on Efficiency *

* Ok, we did, but it's a really good one

Customer Support Manager

Operations | Remote working

Location

Any location, PL

Background

Ziflow’s mission is to be the company that leads the market for online proofing by delivering an unparalleled experience for our employees and customers. The Ziflow executive team has deep experience building and growing SaaS products for the marketing sector. They have successfully built software development and business operations teams in Poland, South Africa, and the United States.

This is a full-time, remote role. We believe strongly in work/life balance and encourage everyone to stay fresh and creative.  

Our mantra is “Fast & Focused”. As a start-up we need to move quickly to capitalize on market opportunities, uncovering new channels for growth as efficiently as possible. We maintain a focus on solving a small number of customer problems well rather than trying to do too much.

The Role

As our Manager of Customer Support  you will manage a customer-based support team providing support to our clients. You will be responsible for ensuring a high-quality customer experience as our company scales at a very fast pace (including maintaining identified service levels, customer satisfaction goals, and other operational objectives).

The Customer Support Executive is key to delivering this outstanding service through a great understanding of our solutions, a problem-solving mind set and a relentless passion to help our customers.

We are looking for a manager who obsesses about providing the ultimate customer experience. To succeed here you will need the ability to find creative solutions to unique problems, to thrive in challenging situations, and to be the kind of leader that teams love to follow.

Responsibilities include:
  • Develop in depth knowledge of our solution and become a master-user and reference point for the team on our solution.
  • Coach and mentor the team to provide the ultimate experience for Ziflow customers.
  • Take full ownership of the support tickets generated by customers and how they are resolved by the team.
  • Continuously strive for better workflow and processes and ways to improve customer support by proactively evaluating and improving online tools that will elevate the customer experience.
  • Identify and manage key performance metrics to drive success and customer delight
  • Ensure there are sufficient resources and competence within the team.
  • Provide timely feedback to the company regarding service issues, bug issues or customer concerns, which can feed into the product roadmap.
About the Perfect Candidate:
  • Strong analytical thinking skills - a love of solving complex problems and identifying patterns 
  • A proven track record in services and/or support management for a SaaS solution with at least 2 years in a SaaS support environment and 1 year in support management
  • The ability to grow and inspire a team
  • Excellent customer relationship and communication skills
  • The ability to manage many high priority tasks at the same time
  • Lots of energy, a strong entrepreneurial spirit, and excitement about being part of something growing

Join Us today!