What are the responsibilities and job description for the Customer Service Support Manager position at Prosigliere?
Our client is building a new private-label social media platform and is looking for a Customer Service Manager to establish and lead their customer support operations. This role will focus on setting up and managing their HubSpot Help Desk and Knowledge Base, creating efficient workflows, and developing a high-performing customer service team.
The ideal candidate has experience with HubSpot Service Hub (or similar platforms), strong leadership skills, and a hands-on approach to customer service. While this role does not involve managing developers, you will collaborate with them to ensure a seamless customer support experience. Additionally, you will be responsible for hiring, training, and managing a team of customer service agents, as well as responding to customer inquiries when needed.
Key Responsibilities
Help Desk & Knowledge Base Development:
• Work closely with internal teams to design and implement HubSpot Help Desk workflows.
• Develop a comprehensive Knowledge Base, including FAQs, tutorials, and troubleshooting guides.
• Establish ticketing and escalation procedures to ensure quick resolution of customer issues.
• Continuously optimize help desk performance through data-driven insights and customer feedback.
Customer Support Strategy & Operations:
• Define customer service policies, SLAs, and support processes.
• Ensure all customer interactions align with the company's brand and values.
• Monitor customer feedback and identify opportunities for service improvement.
• Implement automation and self-service options where applicable.
Staffing & Team Management:
• Develop a staffing plan to scale the support team based on projected customer growth.
• Recruit, hire, train, and manage customer service agents.
• Create performance metrics and KPIs to track team success.
• Foster a customer-centric culture through ongoing training and development.
Customer Interaction & Issue Resolution:
• Act as an escalation point for complex customer service issues.
• Assist with responding to tickets during peak times or as needed.
• Ensure high levels of customer satisfaction and retention.
Qualifications & Experience
• 3 years of experience in customer service management, preferably in a SaaS, social media, or tech environment.
• Hands-on experience with HubSpot Service Hub or other help desk platforms.
• Proven ability to build and scale a customer service team.
• Strong analytical skills to optimize service operations.
• Excellent written and verbal communication skills.
• Passion for providing an exceptional customer experience.
Preferred Qualifications
• Experience working in startups or fast-growing companies.
• Background in social media, content creator platforms, or SaaS industries.