Lead Customer Support

Our goal is to transform the entire hiring process by making it simple efficient and enjoyable for recruiters hiring managers and candidates alike. Our mission is to offer the bestinclass AIpowered technologies to empower small medium and large businesses in their staffing & recruitment transformation.

Role Overview

You will be a key member of the Manatal team and responsible for one of the first points of contact between Manatal and our clients. You will be leading the delivery of quality service support and helping our users find success through the use of our platform. On top of that you will be working closely with our Sales Product and Engineering team to deliver a level of support that best fits our clients.

You will be a part of a team that strives for the highest customer happiness and helps our customers transform the way they recruit.

Responsibilities

• Lead the customer support team.
• Lead train and coach team members and monitor their performance to achieve KPIs.
• Ensure daytoday CS operations run smoothly to meet service level agreement.
• Handle daytoday customer issues and any elevated and complex customer service complaints.
• Actively support the development and implementation of operational strategies for customer support.
• Ensure that all team members are working effectively and follow all technical and company service processes.
• Actively monitor the user experience and promote strong relationships with customers.
• Deep problem understanding and ensuring timely resolution or escalation of incidents and requests.
• Escalating complex issues to management as needed.
• Owning customer issues and requests from initial report to resolution collaborating crossfunctionally to address each request and communicating with customers regularly regarding incidents or requests status.
• Handling customers with a consummately professional attitude.
• Facilitate customer meetings to collect more information investigate an issue and fasten the resolution of tickets.
• Provide afterhours and oncall support as needed through live chat or impromptu live support requests.
• Managing customer expectations regarding estimated response times for issue resolution.
• Monitor competition economic indicators and industry trends.
• Manage relationships with key principals through frequent communication and reporting emphasizing on an update of product market situation and product development in the market.
• Other tasks assigned by the CEO and Management

Requirements

• At least 3 years of experience in managing a customer service team
• Proven people management skills
• Excellent consultative and solution selling skills
• A working technical knowledge of software components
• Proven leadership skills in both independent and team environments
• Staffing and Recruiting market knowledge is preferred
• Superb communication skills (written and verbal)
• High energy levels a high degree of integrity selfmotivated positive attitude proactive approach to work confidence
• Demonstrated success in a B2B sales environment
• Intercom usage is a plus

Working with Manatal

• This role is based at our Bangkok office in the heart of the city center
• As a team of diverse cultures and nationalities English language proficiency is required
• We enjoy collaborating in person and the team is working onsite

Why youll enjoy working with Manatal

• Wellfunded startup backed by Surge & Sequoia
• Be part of one of the fastestgrowing B2B SaaS startups in the region
• You will be collaborating with talented individuals in the industry
• Join a lively and highly international team
• Indulge in a challenging and innovative working culture
• Attractive medical healthcare plan
• Personal development allowance
• 2 weeks of work from anywhere per year
• Regular fun teambuilding activities
• Company trip

Apply on our Careers Page

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Manatal Hiring:

At Manatal we are dedicated to building an intuitive AIpowered application tracking system to streamline and transform the entire hiring and recruitment process.

We are devoted to attracting the best talent worldwide to join our team and take pride in being an equalopportunity workplace. We are committed to equal employment opportunities regardless of religion race ethnicity ancestry national origin gender gender identity sex sexual orientation marital or parental status disability age citizenship or other class protected by applicable law.

Remote Work :

No