Product Support Manager - US Shift
SocialPilot
- India
- Permanent
- Full-time
- Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including phone, email, chat, and social media)
- Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers
- Work closely with customers to understand their measures of success and identify areas for improvement
- Deliver interactive product demonstrations to help the user find value in the product
- Communicate effectively and promptly with cross-functional colleagues to gather inputs required for issue resolution.
- Establish a trusted partner/advisor relationship with customers and drive value with SocialPilot
- Going beyond the miles to assist customers
- Collaborate with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction.
- Educate customers on the use of products or services, guiding them through processes and troubleshooting steps.
- Delivering Customer Satisfaction
- 7+ years of experience in SaaS product support and customer success
- Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important
- Strong technical skills to understand and identify the technical problems and resolving them
- Strong analytical skills - ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem
- Develop a proactive approach to establish a “best-in-class” support services experience to continuously improve customer engagement and satisfaction.
- Meeting the customer’s SLAs and CSAT
- Understanding of social media channels and connections
- Experience in global tools like JIRA, CRMs, etc
- Preferably knowledge of social media channels and updates, API integrations
- Ability to handle high-stress situations and remain calm under pressure
- Experience in leading a team and maintaining KPIs
- Ability to quickly develop effective working relationships with internal and external contacts
- Know-how of customer market working conditions
- Excellent managerial, communication and consultancy skills
- Helped 12,000+ marketing agencies and SMBs across the globe
- 5 billion+ social media posts published
- One of the fastest-growing SaaS companies in India as listed by Inc 42
- Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
- Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
- Named as the Top 10 Bootstrapped Startups in India
- Consistently ranked as a “Great Product” consistently by G2, Capterra, and TrustRadius
- Officially a Great Place to WorkTM - Certified startup
- Rated by YOUR STORY as the Number 1 social media scheduling tool
- Customer Obsession: We put customers first while making decisions and planning future goals
- Ownership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
- Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
- Nimbleness: We respond rapidly to changing circumstances and customer needs
- Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.
- Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
- No micromanagement: Own up your work and be accountable without the need for close supervision.
- Great team: Work with a great team with diverse backgrounds from world-class organizations
- Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.