SocialPilot Technologies - Senior Customer Support Manager

SocialPilot is seeking an experienced Senior Customer Support Manager to lead our customer support team and enhance customer satisfaction.

As a key player in our SaaS-based Martech product line, you will manage and optimize customer interactions across multiple channels.

You will work closely with UX/UI designers, product managers, engineers, and marketing teams to ensure our customers receive the best possible support experience.

Key Responsibilities:

- Lead and mentor the customer support team, ensuring high performance and continuous improvement.

- Provide prompt, friendly, and accurate solutions to customers via phone, email, chat, and social media.

- Troubleshoot technical queries, identify root causes, and provide effective resolutions.

- Collaborate with internal teams, including sales, technical support, and product development, to enhance the customer experience.

- Implement strategies to improve customer engagement, retention, and satisfaction.

- Monitor and analyze customer feedback to identify trends and areas for improvement.

- Establish best-in-class customer support services by modernizing processes with tools and technologies.

- Ensure timely resolution of support tickets and adherence to customer SLAs.

- Educate customers on product usage, guiding them through features and troubleshooting steps.

- Develop proactive customer support initiatives to anticipate and resolve issues before escalation.

Qualifications & Experience:

- 3-5 years of experience in SaaS product support, customer success, or technical support.

- Proven leadership experience in managing customer support teams.

- Strong technical skills to diagnose and resolve customer issues effectively.

- Excellent communication and interpersonal skills with the ability to simplify complex information.

- Strong analytical mindset with problem-solving abilities to identify and address root causes.

- Experience with ticketing systems like JIRA and an understanding of social media support.

- Familiarity with social media management platforms and Martech products is a plus.

- Ability to work under pressure, manage multiple priorities, and deliver excellent customer experiences