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Customer Support Manager

sensortower · 27 days ago
Negotiable
Full-time
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As a Customer Support Manager, you’ll be our front-line in supporting our customers. You’ll play a critical role in providing exceptional customer service and resolving inquiries. You will have the opportunity to learn about the ever-changing mobile app ecosystem and engage with executives and members of high-growth technology companies. We are also looking for someone who is fluent in the Japanese and English languages.

What you will do:

  • Provide expert support to customers and internal sales team by responding to customer queries in a timely and accurate manner
  • Identify customer needs and help customers use specific features and troubleshooting scenarios
  • Act as a bridge between internal teams in sharing relevant customer feedback to help us improve our platform
  • Monitor customer complaints and follow up with them to ensure their technical issues are resolved
  • Create bug and validation reports, manage their resolution with product and engineering teams
  • Report on key customer service metrics and identify noteworthy trends to Team Director

What you will need to succeed:

  • Fluency in both the Japanese & English languages
  • At least 3-5 years of experience in a customer-facing role, preferably handling customer service, care, or success
  • Passionate about providing the exceptional customer experience
  • Technical experience on initial troubleshooting front end bug/network issues
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases

Last updated on May 23, 2024

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