Customer Success and Collection Manager with Spanish and English

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