The Customer Support Manager will work collaboratively with Stack's founders to establish our customer support practice, process and principles. Your goal will be to achieve excellence in our customer experience across all channels as the company begins to grow.
We're looking for someone who has a passion for tech, research and ecommerce, who is hungry to learn and who loves rolling up their sleeves to achieve results.
As the Customer Support Specialist you will:
- Handle inbound & outbound customer enquiries in a timely and professional manner - within target response and resolution times - via phone, email, live chat and social media
- Update the company's internal and external knowledge bases as required
- Work closely with other teams (product, marketing, trust & safety) to provide feedback and ideas on how we can improve processes and policies
About You
- Genuine interest in helping others
- Exceptional communication skills (verbal and written)
- Friendly and approachable - can build rapport with clients quickly
- Positive and can-do attitude, takes initiative to resolve issue and goes beyond to meet customer experience
- Good at problem solving and dispute resolution
- Have excellent attention to detail
- Proactively seeks to find better ways to do things - introduces or recommends operational efficiencies
- Familiar with Freshdesk and Google Apps
- Efficient - good at prioritisation and multitasking and well organised
- Prior experience in a Customer Support role is a plus
