Aleph is looking for SMB Customer Support Manager 2023 in Dhaka
Job rtesponsibilities:
- 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 represents the world’s leading platforms in 115+ markets, across new and existing geographies, enabling platforms like Twitter, Meta, Snapchat, and nearly 35 others to expand into new markets, and empowering advertisers to take full advantage of the platforms’ advertising capabilities. Through these long-lasting partnerships, Aleph creates the opportunity for all people and businesses to advertise at a local and global level without limits.
Httpool is headquartered in the UK and has offices in Austria, Switzerland, Russia, India, Hong Kong, Poland, Estonia, Latvia, Lithuania, Bulgaria, Czech Republic, Croatia, Greece, Hungary, Macedonia, Romania, Serbia, Slovakia, Slovenia, Sweden, Finland, Denmark, Norway, Ukraine, United Arab Emirates, Indonesia, Cambodia, Laos, Myanmar, Malaysia and Bangladesh. Jointly, IMS and Httpool exclusively represent over 20 media platforms in more than 45 countries worldwide.
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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