My client is looking for a Head of Customer support and onboarding: Someone who can start providing support themselves and handling onboarding new clients, create and manage manuals/knowledgebase, has a great understanding of tools such as ticketing platforms and can setup and maintain them, as well as scale the support team over time.

Location: Remote

Salary: $75K-$125K depending on experience

Start: August

·        Serve as customer support head, leadership and direction to Customer Service Representatives including career development, coaching, performance reviews and mentoring.

·        Is primary contact for escalated internal and external customer complaints

·        Provides support for technical questions about Company products, usage and applications

·        Manages existing processes for customer service department

·        Manages customer service KPIs, as well as some sales and operations KPIs and reporting

·        Processes customer complaints, new customer onboarding, customer order process, returned product process, etc.

·        Identifies and reports problems and trends

·        Recommends and implements improvements

·        Sets up new customers within ERP software

·        Responsible for updating pricing and other information related to newly signed customer contracts

·        Conducts ad-hoc reporting

·        Demonstrates ability to plan and organize projects including schedules, budgets, and project deliverables.

·        Experience in collecting and presenting statistical data and also converting into reports.

·        Fosters communication operations, logistics and sales departments

·        Update and write procedures for the department’s document control processes

·        Be responsible for completing corrective actions

Qualifications:

·        5 years or more of customer service experience

·        2+ years or more in a supervisory or lead customer support position

·        Bachelors degree is a must

·        Excellent phone etiquette

·        Strong verbal and writing communications skills

To apply for this job email your details to Doug.Viney@benjamindouglas.com