What are the responsibilities and job description for the Customer Service Manager position at Dataworks?
Customer Service Manager - AI Startup
Hybrid 2 / 3 days a week in the office
Please don't apply unless you have experience working in a fast-paced startup, are happy with a hybrid work pattern, and are comfortable coming in as one of the first hires.
ABOUT THE COMPANY :
This AI startup, based in Austin, Texas, recently secured a substantial Series A funding round to accelerate its expansion across the United States.
ABOUT THE ROLE :
Reporting to the US Country Manager, you will be the country's first customer support manager. You will initially be the primary point of contact for customers, delivering outstanding support across various communication channels.
You MUST be happy being hands-on and taking on customer support associate duties in the early days before you grow a team(first year, initially growing to approximately 3 / 5 heads).
Your main responsibilities will include :
- Customer Communication : Address customer inquiries via email, chat, and phone to ensure prompt and effective support.
- Platform Support : Assist users with platform navigation and resolve issues hindering their experience.
- Escalation Management : Serve as the initial point of contact for escalated issues, working to enhance the overall customer experience.
- Team Management : In time, grow and manage a dedicated CSA team.
- Operational Tasks : Handle routine tasks such as managing online reviews and addressing escalations.
- Experience Improvement : Identify opportunities to improve processes and improve the quality of customer interactions.
SKILLS & EXPERIENCE :
The ideal candidate should meet as many of the following points as possible :
