Aleph is hiring SMB Customer Support Manager 2023 in Dhaka
Job Responsibilities:
- Provide world class support to all Httpool SMB customers in a customer centric environment through the use of multiple support tools via different channels (e.g. email, chat, etc..)
- Be an effective Subject Matter Expert of Httpool SMB Products and provide local market & language expertise as required to improve overall product support experience and drive customer success
- Ensure day to day operations for SMB CS team are efficient by monitoring service levels, staffing & volume. Report system & tools outages to ensure continuous service delivery
- Manage day to day operations of SMB CS team through mentoring, coaching and providing feedback to SMB Customer Support Specialists on a regular basis
- Identify areas of opportunities of SMB CS team through QA case audits & CSAT deep dive to improve the overall support experience for SMB customers
- Create Process & Reference Documents (i.e. SOP’s, Support Guidelines, Training Guides) and facilitate trainings to improve case handling skills of Customer Support Consultants
- Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
- Manage escalations of SMB CS team technical issues and product bugs to SMB Product team and follow up to ensure timely resolution to our customers issues
- Identify and implement improvements to work flow processes and CRM Support Tools
- Generate regular reports for SMB CS team and provide data driven action items to improve the overall SMB customer support experience
- Lead implementation of projects & initiatives as assigned by the Head of Customer Support
Aleph is a place of many cultures, perspectives, and talents. We support each other, creating an environment of giving and receiving. We value partnership and communication because we believe it takes a group of people to achieve great things. We are energized by our ever-changing industry, our curiosity keeps us learning and seeking out new opportunities.
Location:
BangladeshBenefits
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Eligibilities
- Fluent in Khmer, Bangla or other Asian/European language & effectively bi-lingual in English is an advantage
- Excellent written and verbal communication skills
- Minimum two (2) years of relevant work experience as Supervisor / Manager in customer service, contact center, advertising, e-commerce, technology or SaaS related industry
- A working understanding of e-commerce, subscriptions, online advertising, digital marketing or social media principles and support elements is an advantage
- Self-motivated and able to work autonomously
- Passion for helping small businesses with Ads platforms and technology
- Project or Program Management certifications is ideal but not required
- BA/BS degree or relevant qualifications or certifications preferred but not required
For Further Queries
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