Open Position: Customer Support Manager

Velaro is a leader in enterprise live chat software with a global presence. We are rapidly expanding to provide messaging services across multiple platforms and mediums.

Velaro requires an experienced customer support analyst to serve as Customer Support Manager. The successful candidate is passionate about creating an excellent customer service experience, learning about new technologies, and working in a fast-paced environment. This leader will know the product, provide frontline customer support and ensure the team meets service level agreements.

RESPONSIBILITIES:

  • Provide exceptional customer service via text, audio and video chat, and by phone and email as appropriate.
  • Know the product; ability to configure and implement integrated solutions.
  • Serve as the support team leader. Manage internal and outsourced support team resources.
  • Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the customer support team function
  • Be a part of the Support Team: provide customer support alongside management duties.
  • Ensure compliance with 24/7 support and service level agreements.
  • Deliver weekly support team metrics and reporting to customer and internal stakeholders.
  • Collaborate with QA team to escalate issues for resolution, and to conform issue resolution in production.
  • Perform support system user administration duties.
  • Document support procedures and SLA.
  • Establish requirements and workflow for knowledge base and self- service tools.
  • Serve as a point of contact and communication manager for enterprise customers.
  • Establish a feedback loop for continuous improvement and lessons learned.

REQUIREMENTS:

  • Experience working on a customer-facing support team; leadership experience.
  • History working in and supporting software applications
  • Strong customer service skills with an emphasis on client satisfaction
  • Knowledge of HTML and CSS; Ability to quickly gain proficiency in advanced software applications
  • Excellent written and verbal communication skills; experience and ability to provide text and audio/video live chat support.
  • Strong attention to detail; ability to track and report on support team metrics.

Velaro provides excellent benefits, competitive salaries and growth opportunities.

Email jobs@velaro.com to apply now.