Customer Support for SaaS Companies
Customer Support for SaaS Companies
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Oversee customer support operations across Leadbirds SaaS products.
- Manage and optimize the performance of the Customer Support Managers (CSMs).
- Ensure timely and accurate responses to customer inquiries.
- Implement strategies to improve customer satisfaction and retention.
- Perform daily system checks on Leadbirds SaaS portfolio to ensure all services are running smoothly.
- Identify and resolve any issues proactively.
- Monitor and manage CSMs response times and the quality of their replies.
- Provide coaching and feedback to CSMs to enhance their performance.
- Create and maintain SOPs and user guides for all SaaS products.
- Ensure documentation is uptodate and easily accessible to both customers and internal teams.
- Conduct onboarding calls with new SaaS customers to ensure a smooth transition and effective use of our products.
- Address any questions or concerns during the onboarding process.
- Provide exceptional customer support and act as an escalation point for complex issues.
- Analyze support trends and provide insights and recommendations to the leadership team.
- Monitor and respond to customer inquiries.
- Perform system checks and resolve any issues.
- Review and manage CSMs performance.
- Prepare and analyze customer support metrics and trends.
- Provide insights and recommendations to the leadership team.
- Conduct training sessions for CSMs to improve their skills and knowledge.
- Develop and update SOPs and user guides.
- Conduct onboarding calls with new customers.
customer,training and development,response time management,performance management,customer support management,sops and user guides management,system checks,quality management,customer support analysis,guides,onboarding,customer support,saas,escalation management
Employment Type
Full Time
Company Industry
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
