What are the responsibilities and job description for the Customer Success Specialist position at Autzu?
Autzu is searching for a customer-focused, highly experienced Customer Success Speclialist to assist our customer success team and manage CS operations. This role will ensure that our customers receive excellent service and support, and will play a key role in promoting our brand and reputation in the market. You will collaborate with cross-functional teams to improve SOPs, customer retention, and product recommendations to provide a better customer service experience to our users.
Role Responsibilities :
Responding to tickets escalated to management.
Monitoring daily requests from fleet managers in slack to ensure CS agents are adhering to Autzu guidelines concerning driver fees and penalties.
Ensuring CS reps (both Austin, TX based reps and outsourced overnight reps) adhere to minimum KPI's.
Act at point of contact for all internal communications for customer service issues.
Work Cross-functionally with Austin, TX based CS reps as well as outsourced overnight team leads to ensure coverage during peak periods or as a result of absent CS agents.
Analyze Agent KPI's for performance evaluations.
Conduct Quarterly performance reviews based on baseline KPI's.
Work cross-functionally with Fleet managers to ensure driver issues are handled quickly and efficiently.
Monitor agents, processes and Autzu products for recommendations to Head of Customer Success for product, process and personnel improvements.
Work with Head of Customer Success to hire and train Austin, TX based Customer Service representatives as Autzu expands into new markets.
Act at point of contact for all internal communications for SF customer service issues.
Work Cross-functionally with Toronto CS manager to ensure coverage during peak periods or as a result of absent CS agents.
Requirements :
Bachelor's degree in a related field
2 years of customer service management experience
Experience with managing and training CS reps.
Excellent communication skills
Excellent at active listening, empathetic customer support
Advanced troubleshooting and multi-tasking skills
Proven experience with managing local and / or remote teams and customer support
Strong attention to detail
Excellent knowledge of management methods and techniques
Working knowledge of customer service software, databases, and tools
Ability to think strategically and to lead
Customer obsessed, ability to think in the customer's perspective
Perks & Benefits :
Competitive compensation, including performance incentives
Grow and scale with a fast-growing organization
Opportunity to build products that will be implemented in other global markets
Opportunity to shape the future of urban mobility
Starting Pay : $50,000 USD depending on experience
Growth : As a startup we offer fast paced and high growth opportunities
This position will be remote to start but we're targeting someone In the Austin area
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