Customer Support Lead

At Seal Commerce, Customer Success is the main culture and the key metrics. With the customer success-oriented approach in mind, The Customer Success/Support manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies and feed into the product roadmap. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

What You’ll Do
• Planning, and measure KPIs for Customer Success team then scale up your team success through the report on the number of Customer Reviews on App Store
• Organize and manage the internal-team training activities (Expertise, Skills, Mindset)
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements (Data Analysis & Feedback)
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• The customers are mainly from US and Eu (different time zone), so the CS Manager should be always ready for the emergent cases which can be frequently occurred during the evenings, nights, or weekend
• Be willing to 1-1 support in case of emergency or working with important customers.
• To scale the team up, HR Management or Recruiting skill should be included, to ensure the CS team success.

Experience
• 1+ years Customer Success or Account Management Experience in a SaaS or software company.
• Proven track record of working in a customer facing role.
• Experience of working with Intercom or similar live chat platform, useful but not essential.
• Have, or be willing to learn, basic technical skills in programming & computer science to confidently discuss technical terms.

Skills and Qualifications
• Strong skills in Planning, KPIs Measurement & Report, Performance Measurement & Improvement suggestions by reporting skills.
• Leadership skill is a must: planning, organizing, controlling, motivating, expertise.
• Experience working with, and managing, stakeholders and customers
• Ability to work well under pressure and meet tight deadlines, or deal with customer issues despite different time zones sometimes.
• A high level of accuracy and attention to detail is required
• Excellent communication and interpersonal skills
• Flexible approach and an ability to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Comfort in a startup environment as we move quickly and wear many hats in a dynamic environment.

Benefits
• Salary is commensurate with experience & qualifications (additional). Salary range: $1,000-1,500 plus stock option.
• The potential opportunity to officially become the higher level as Chief Operating Officer in the next stage of growth.
• The candidate will have the opportunity to learn, grow and be challenged, put yourself where you can succeed, develop new skills and do new things.
• The candidate can also pitch the ability to have an impact on multiple parts of the business and grow with us.

- Thưởng theo KPI và lương tháng 13
- Du lịch cùng công ty 1-2 lần/năm, các hoạt động vui chơi giải trí trong các dịp lễ
- Trà, cafe, hoa quả và đồ ăn nhẹ hằng ngày

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