Manager - Customer Support (US Shift) - Kalaburagi - SocialPilot

    SocialPilot
    SocialPilot Kalaburagi

    1 week ago

    Description

    Job Overview


    SocialPilot is looking for an Manager-Customer support(US Shift) to partner with SocialPilot's customers and make them truly successful in achieving their social media goals.



    Key Responsibilities:


    • Maintain consistent high-quality customer support across email chat voice channels by following established processes guidelines

    • Act as escalation point complex customer issues ensure timely resolution through collaboration internal teams including product engineering teams via ticket management platforms such Zendesk HelpScout etc

    • Monitor team performance key metrics KPIs SLAs CSAT quality provide regular feedback

    • Analyze resolve recurring issues prioritize features improvements document knowledge base processes workflows facilitate cross-functional discussions throughout organization

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