Are you passionate about tackling intricate problems excelling in a global team setting and delivering exceptional quality in customer service and collections
If so we want to hear from you!
We are currently looking for a Customer Success and Collection Manager to join the dynamic team of an incredible company with a robust AI platform comprehensive legal information and a worldwide presence (serving over 100 countries). Their clients include legal professionals academics enterprises and government entities.
Tasks
- Resolve escalated issues from the customer service team ensuring customer satisfaction
- Supervise and ensure the proper functioning of all communication channels
- Ensure all department procedures regulations and user flows are functioning correctly. Continuously improve and develop new ones as needed
- Manage the Net Promoter Score (NPS) and develop strategies for improvement
- Plan and monitor the evolution of training programs for the company identifying and implementing necessary improvements
- Ensure the successful onboarding of new customers providing a satisfactory experience for all company users
- Report on department work metrics identifying increases or decreases in workload and processes that may be slowing down performance
- Manage accounts and collections
- Oversee the departments legal management with the support of internal and external legal advisors
- Manage the departments suppliers
- Review received invoices and forward them to finance for payment
- Resolve issues with suppliers and hire new ones as necessary
- Participate in global department projects
Requirements
- 3 years of experience in customer service and team management
- Knowledge of communication platforms and user management
- Skills in performance metrics analysis and reporting
- Ability to make strategic and operational decisions.
- Strong interpersonal and effective communication skills
- Ability to manage multiple projects and priorities simultaneously
- Advanced English
- Desirable: knowledge of Hubspot Domo Zendesk Netsuite
Benefits
Permanent contract
Full remote working model
Flexible hours
Great team of people
Step 1: Interview with one of our recruiters to get to know you better
Step 2: Interview with the Hiring Manager
Step 3: Interview with the CEO