What are the responsibilities and job description for the Customer Service Manager, US position at Exclaimer?
Customer Service Manager, US
Department : Customer Operations
Employment Type : Permanent - Full Time
Location : US - Boston
Reporting To : Lily Blanchet
Description
Your new company
A tech scale up with Big Plans...
When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.
Not Heard of us ?
We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150 countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide.
You will be responsible for the leadership and day to day management of the Exclaimer Desk functions within Customer Operations. This will include inspiring, motivating, training and challenging the team as well as managing the overall team and their individual performance. You will act as their first point of escalation for any complex challenges or customer complaints. A core component to this role is maintaining a high level of quality and attention to detail in team and your own work.
Key Responsibilities
Team Leadership :
- Recruit, hire, train, and mentor a high-performing team of Support Desk Generalists.
- Conduct regular performance reviews, provide constructive feedback, and identify areas for professional development.
- Foster a positive and collaborative team environment that encourages open communication and knowledge sharing.
- Identify training needs for team members and work with Head of Exclaimer Desk to develop personal development plans for all team members
- Provide consistent and relevant feedback for team members taking an active part in the QA process
- Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence.
Technical Support Operations :
Customer Relationship Management :
Stakeholder Management :
Additional notes.
At times you will also be asked to support your wider Customer Ops team in areas such as :
The person developing this role is expected to do EST hours.
Skills Knowledge and Expertise
Benefits
We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team :
Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.
