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remote
remote
Customer Support Representative, Billing
Jungle Scout (Internet)
Remote (Asia Time Zone Permitted) Negotiable
At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.We're growing and we are looking to add a Customer Support Representative, Billing to our fast-paced and customer-oriented Customer Support team.Location: We're a remote-first company and looking to hire this role in Mexico, Philippines, or Costa Rica.Schedule: 7am - 4pm CST on Monday - FridayInterested in learning more? Let's get into the details:In the Billing Customer Support Representative role, you will:Communicate with customers & answer questions. You'll be on the front-lines of the customer experience; interacting with customers using email and/or chat answering customer billing and membership questions as quickly and succinctly as possible. You've never met a question you couldn't find an answer for.Expert. You'll know your way around our billing and membership policies, procedures, and standards with your eyes closed. You'll master procedures quickly to ensure customer accounts are updated accurately.Research. Troubleshoot, identify, and investigate billing and membership issues. Record and escalate as needed.Update Systems. Look up customer and account information. Review all account components for accurate membership and pricing. Inputting information as needed.Retention. Once you've got billing and membership basics down, you'll learn the ropes of customer retention and use your communication with customers to retain them as users and/or learn more about why they're choosing to leave.Inbox management. We like to set goals (and smash them). You'll be responsible for meeting all company and department-specific targets for billing and membership Support inboxes.Love our customers. We love our customers, a lot. They put their trust in us to help grow their business and we take that responsibility seriously. Who you are: High attention to detail. Small things don't go unnoticed with you. You have a keen eye for detail and are great at problem solving.Experienced. You've worked in billing customer support before (ideally for 2+ years) and are comfortable engaging with customers.Self Starter. You are self-motivated, independent and always ready to bring a positive attitude on a daily basis.Polished communicator. You are a strong, polished communicator in English capable of engaging with customers both verbally and in writing.Empathetic. You are an empathetic individual with a customer-first mindset.Team player. You are a team player passionate about continuing to advance the Customer Success department of Jungle Scout.Organized. You have a to-do list for your to-do list. You're well versed in productivity tracking tools, hyper-organized and able to manage your time well.Analytical. CSRs need strong analytical skills to determine customer needs and to provide solutions to difficult requests.Bonus points if you are:A Remote Worker. You've worked remotely before and already have a dedicated workspace.An Amazon Seller. You not only understand Seller Central - you've sold there!Social. In addition to answering customer support emails, you also have experience with live chat Social media support.Working at Jungle ScoutThe BEST team.Remote-first culture.International Meetups.Access to Jungle Scout tools & experts.Performance Bonus.Flexible Vacation.Comprehensive Health Benefits & Retirement Program.We prioritize Diversity, Equity, and InclusionAt Jungle Scout, we hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger.Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to the start date.
Jungle Scout
(Internet)
At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.We're growing and we are looking to add a Customer Support Representative, Billing to our fast-paced and customer-oriented Customer Support team.Location: We're a remote-first company and looking to hire this role in Mexico, Philippines, or Costa Rica.Schedule: 7am - 4pm CST on Monday - FridayInterested in learning more? Let's get into the details:In the Billing Customer Support Representative role, you will:Communicate with customers & answer questions. You'll be on the front-lines of the customer experience; interacting with customers using email and/or chat answering customer billing and membership questions as quickly and succinctly as possible. You've never met a question you couldn't find an answer for.Expert. You'll know your way around our billing and membership policies, procedures, and standards with your eyes closed. You'll master procedures quickly to ensure customer accounts are updated accurately.Research. Troubleshoot, identify, and investigate billing and membership issues. Record and escalate as needed.Update Systems. Look up customer and account information. Review all account components for accurate membership and pricing. Inputting information as needed.Retention. Once you've got billing and membership basics down, you'll learn the ropes of customer retention and use your communication with customers to retain them as users and/or learn more about why they're choosing to leave.Inbox management. We like to set goals (and smash them). You'll be responsible for meeting all company and department-specific targets for billing and membership Support inboxes.Love our customers. We love our customers, a lot. They put their trust in us to help grow their business and we take that responsibility seriously. Who you are: High attention to detail. Small things don't go unnoticed with you. You have a keen eye for detail and are great at problem solving.Experienced. You've worked in billing customer support before (ideally for 2+ years) and are comfortable engaging with customers.Self Starter. You are self-motivated, independent and always ready to bring a positive attitude on a daily basis.Polished communicator. You are a strong, polished communicator in English capable of engaging with customers both verbally and in writing.Empathetic. You are an empathetic individual with a customer-first mindset.Team player. You are a team player passionate about continuing to advance the Customer Success department of Jungle Scout.Organized. You have a to-do list for your to-do list. You're well versed in productivity tracking tools, hyper-organized and able to manage your time well.Analytical. CSRs need strong analytical skills to determine customer needs and to provide solutions to difficult requests.Bonus points if you are:A Remote Worker. You've worked remotely before and already have a dedicated workspace.An Amazon Seller. You not only understand Seller Central - you've sold there!Social. In addition to answering customer support emails, you also have experience with live chat Social media support.Working at Jungle ScoutThe BEST team.Remote-first culture.International Meetups.Access to Jungle Scout tools & experts.Performance Bonus.Flexible Vacation.Comprehensive Health Benefits & Retirement Program.We prioritize Diversity, Equity, and InclusionAt Jungle Scout, we hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger.Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to the start date.
remote
remote
Customer Support Specialist (Code: PRTSEP)
Booth & Partners IT / Development
Remote (Asia Time Zone Permitted) Negotiable
This is a remote position.About Our ClientWe help aspiring entrepreneurs to start their print on demand business by connecting them to a network of globally recognized print providers. Basically, with Printify, merchants can create and sell unique products with their designs without having to deal with end-to-end fulfillment.We are looking for a responsible and hard-working new team member to join our journey taking over the Print-On-Demand (POD) industry. You would work in an international environment with cool teammates and a casual atmosphere. If you have excellent English communication skills, you are a natural born problem solver and consider yourself a people person - this could be the place for you!Job Summary: You will be helping merchants to set up their online stores and create their first products, as well as will be providing them with all the necessary information regarding the business.ResponsibilitiesCommunicating with customers through live chats and emails;Assisting merchants with order-related and account-related issues;Building and maintaining efficient communication with existing and new customers and Print Partners;You enjoy talking with people and building relationships; andYou're able to empathize with customers in a genuine way that lets them know you care about their concernsRequirementsYou have excellent written and verbal English;You are willing and able to learn a lot and quickly;You are open minded and ready to work in a team and on your own;You are a fast typer and are good with computers;You have previous customer support experienceYou have excellent written and verbal EnglishYou have your own back-up laptop or desktopYou have at least 20mbps bandwidth of fiber optic internet connectionBenefits ✔ Above-Industry Standard Compensation Package✔ Premium Healthcare Coverage and Life Insurance✔ Fun Monthly Employee Engagement Activities✔ Opportunities for Learning, Personality Development, and Career Advancement✔ Permanent Work From Home Opportunity
Booth & Partners
(IT / Development)
This is a remote position.About Our ClientWe help aspiring entrepreneurs to start their print on demand business by connecting them to a network of globally recognized print providers. Basically, with Printify, merchants can create and sell unique products with their designs without having to deal with end-to-end fulfillment.We are looking for a responsible and hard-working new team member to join our journey taking over the Print-On-Demand (POD) industry. You would work in an international environment with cool teammates and a casual atmosphere. If you have excellent English communication skills, you are a natural born problem solver and consider yourself a people person - this could be the place for you!Job Summary: You will be helping merchants to set up their online stores and create their first products, as well as will be providing them with all the necessary information regarding the business.ResponsibilitiesCommunicating with customers through live chats and emails;Assisting merchants with order-related and account-related issues;Building and maintaining efficient communication with existing and new customers and Print Partners;You enjoy talking with people and building relationships; andYou're able to empathize with customers in a genuine way that lets them know you care about their concernsRequirementsYou have excellent written and verbal English;You are willing and able to learn a lot and quickly;You are open minded and ready to work in a team and on your own;You are a fast typer and are good with computers;You have previous customer support experienceYou have excellent written and verbal EnglishYou have your own back-up laptop or desktopYou have at least 20mbps bandwidth of fiber optic internet connectionBenefits ✔ Above-Industry Standard Compensation Package✔ Premium Healthcare Coverage and Life Insurance✔ Fun Monthly Employee Engagement Activities✔ Opportunities for Learning, Personality Development, and Career Advancement✔ Permanent Work From Home Opportunity
remote
remote
Customer Experience Manager | Permanent WFH
Go2 IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Welcome to GO2! We are a remote staffing company that caters to clients from the US, UK, and AU. We provide customer, technical, sales, and back-office support for their business all in the comfort of our home. Our job is to put people in roles that they want to be in and grow in.Build your career from home by joining Go2's rapidly growing remote team in the Philippines!We are currently hiring for a Customer Experience Manager for a US-based client!Salary Range: Php100,000.00 - Php170,000.00 per monthSome of the responsibilities include:Ensures formulation and implementation of customer experience and strategiesAchieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviewsCreates reviews and develops business processes that affect customer touchpointsIdentifies opportunities to grow customer database, minimize churn rate and increase customer retention/satisfactionDetermines customer service requirements by maintaining contact with customersEncourage problem-solving, strategic thinking, and customer orientation amongst the teamWho are we looking for:Must have at least 7-10 years and above strong background in the same function - preferably in the BPO industrySomeone who has a strong personality Strong verbal and written English communications skillsExcellent computer navigation and software skillsAmenable to work on a night or shifting scheduleHas laptop/desktop with 8 GB RAM/i3 Processor, at least 5 Mbps internet speed; must also have backup power and internet in case of an outageWhat Go2 can offer:Permanent Work from Home setup - imagine never having to deal with traffic and transpo expenses again!Paid Time Offs - earn PTO credits so you can plan a vacation!Holidays (Christmas, New Year's Eve, Good Friday)Exposure to high-level management from foreign direct superiorsBe part of a fast-paced and progressive company!How to apply?To expedite the process and to be scheduled for an interview ASAP, fill out the application form thru this link -https://go2.breezy.hr/p/b75ccb3974a2
Go2
(IT / Development)
Welcome to GO2! We are a remote staffing company that caters to clients from the US, UK, and AU. We provide customer, technical, sales, and back-office support for their business all in the comfort of our home. Our job is to put people in roles that they want to be in and grow in.Build your career from home by joining Go2's rapidly growing remote team in the Philippines!We are currently hiring for a Customer Experience Manager for a US-based client!Salary Range: Php100,000.00 - Php170,000.00 per monthSome of the responsibilities include:Ensures formulation and implementation of customer experience and strategiesAchieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviewsCreates reviews and develops business processes that affect customer touchpointsIdentifies opportunities to grow customer database, minimize churn rate and increase customer retention/satisfactionDetermines customer service requirements by maintaining contact with customersEncourage problem-solving, strategic thinking, and customer orientation amongst the teamWho are we looking for:Must have at least 7-10 years and above strong background in the same function - preferably in the BPO industrySomeone who has a strong personality Strong verbal and written English communications skillsExcellent computer navigation and software skillsAmenable to work on a night or shifting scheduleHas laptop/desktop with 8 GB RAM/i3 Processor, at least 5 Mbps internet speed; must also have backup power and internet in case of an outageWhat Go2 can offer:Permanent Work from Home setup - imagine never having to deal with traffic and transpo expenses again!Paid Time Offs - earn PTO credits so you can plan a vacation!Holidays (Christmas, New Year's Eve, Good Friday)Exposure to high-level management from foreign direct superiorsBe part of a fast-paced and progressive company!How to apply?To expedite the process and to be scheduled for an interview ASAP, fill out the application form thru this link -https://go2.breezy.hr/p/b75ccb3974a2
remote
remote
Customer Support Representative
Go2 IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Go2 Careers is constantly hiring for:Customer SupportTechnical SupportSales/ Appointment Setters (w/ commission)Admin AssistantsTeam Leads or Managers👉 Applicants without BPO or VA are welcome to apply!👉 All roles are voice roles: Must be willing to speak with clients and their customers.We are a remote staffing company that offers:✔️ Full-time roles only✔️ permanent work from home✔️ competitive rate and appraisals✔️work-life balance✔️ paid time-offs & holidays✔️ awesome company culture👉 Salary range - $560-800/ month ( negotiable upon the initial call )👉 Working HRS - US working hrs (EST or PST timezone)To know more about the general roles we hire, go to our application form: https://bit.ly/38J96uN
Go2
(IT / Development)
Go2 Careers is constantly hiring for:Customer SupportTechnical SupportSales/ Appointment Setters (w/ commission)Admin AssistantsTeam Leads or Managers👉 Applicants without BPO or VA are welcome to apply!👉 All roles are voice roles: Must be willing to speak with clients and their customers.We are a remote staffing company that offers:✔️ Full-time roles only✔️ permanent work from home✔️ competitive rate and appraisals✔️work-life balance✔️ paid time-offs & holidays✔️ awesome company culture👉 Salary range - $560-800/ month ( negotiable upon the initial call )👉 Working HRS - US working hrs (EST or PST timezone)To know more about the general roles we hire, go to our application form: https://bit.ly/38J96uN
remote
remote
Customer Success Manager
vonage IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Vonage MissionVonage is the leader in Cloud Communications Platform (CPaaS) market. Many of our worldwide enterprise clients depend on our APIs and SDKs to connect with their customers all over the world.Why this role mattersAs a Success Manager, you’ll be responsible for fostering lasting relationships with our most valued customers collaborating with sales, solutions architects and engineers at delivering innovative communication solutions.Working with a group of Vonage API customers, you will be their main point of contact defining the onboarding success plan to drive customer outcomes, and keep engaging them on a regular basis to ensure they are leveraging our solutions in the most effective way. Using your consultative and analytical approach, you will be seen as a trusted advisor with industry expertise and identify new growth opportunities.You will build strong internal relationships and be exceptionally organized. Most of all you are a customer first advocate with engaging communication skills and experience working with customers in the SaaS/Communications industry.IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...What you'll doForm strong relationships with customers to keep them fully engaged and supported throughout their relationship with us liaising with both a technical and business focused audience.Be the Voice of the Customer - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions provided by Vonage and develop a plan to meet said criteria based on regularly cadenced communications with your Customer (QBRs, Weekly Meetings, etc.)Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes.Educate customers on how existing and new product features/functionality will contribute to the growth of their business bringing the relevant internal stakeholders if needed.Define and organize on-boarding kick-off with internal teams and with customers.Advise customers on how to get the most out of their solution to scale their business using our different features and services.Understand and anticipate customer’s needs and goals; track customer progress against goals and report proactively on their health of their integration with our APIsDrive revenue growth by demonstrating value, identifying additional up-sell / cross-sell opportunities.Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact.Engage with a number of accounts simultaneously, be organized, setting priorities and demonstrating strong time management.Gather customer feedback related to product, ecosystem, vertical requirements and filter into relevant teams via agreed protocols to aid prioritization of roadmapsReview customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashion.Proactively manage customer comms through platform maintenance or disruption to ensure they are fully informed with a high touch approachHelp drive participation in marketing opportunities such as case studies, newsletters, blogs, webinars and speaker opportunities for your customers with our team.Huge opportunity to work with cross functional teams to broaden your career experience and horizons.Develop a plan with the Account Management team to increase the penetration at your Key Customers that provides for better Vonage top management visibility.Be innovative and make an impact: on your customers, on your team, and on the company. What You'll BringA robust customer-centric mindset and approach - making customers happy excites youExperience in CPaaS / SaaS or communication APIsAn understanding of how Professional Services/ Customer Success teams operateDetail oriented with excellent account management, time management and problem solving skillsExceptional written and verbal communication skills with a high-level of professionalismThe ability to self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culturePragmatic and realistic and can build strong internal working relationships to support customer delivery requirementsConfidence and patience in face to face customer engagement, ability to lead internal and external meetingsExceptional collaboration and teamwork skillsInstil trust and loyalty into the customer basePositive, proactive and solution oriented attitude to everything you doWhat's Required For Application4+ years experience working in a customer relationship management or customer facing account management role with technical customer base and corporate IT projects and processes.Experience in Project Management" or "Program Management" with a track record of consistently driving successful customer projects and programs.A tech savvy mind, with a good understanding of the trends driving innovation in technology, particularly in mobile, cloud and consumer areasAvailability for international travel (post COVID) and the flexibility to work outside regular regional business hours if the need arisesPrevious experience in using CRM systems such as Gainsight or Strikedeck and familiarity using tools like Jira, Tableau and Salesforce.A highly quantitative approach to understanding, measuring, and forecasting Customer behaviour and revenue.Bachelor's degree (or equivalent) or higherIntellectual curiosity with a strong interest in evolving technology.Sense of humorNaturally collaborative spirit - ability to work as one team. What's In It For YouIn addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
vonage
(IT / Development)
Vonage MissionVonage is the leader in Cloud Communications Platform (CPaaS) market. Many of our worldwide enterprise clients depend on our APIs and SDKs to connect with their customers all over the world.Why this role mattersAs a Success Manager, you’ll be responsible for fostering lasting relationships with our most valued customers collaborating with sales, solutions architects and engineers at delivering innovative communication solutions.Working with a group of Vonage API customers, you will be their main point of contact defining the onboarding success plan to drive customer outcomes, and keep engaging them on a regular basis to ensure they are leveraging our solutions in the most effective way. Using your consultative and analytical approach, you will be seen as a trusted advisor with industry expertise and identify new growth opportunities.You will build strong internal relationships and be exceptionally organized. Most of all you are a customer first advocate with engaging communication skills and experience working with customers in the SaaS/Communications industry.IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...What you'll doForm strong relationships with customers to keep them fully engaged and supported throughout their relationship with us liaising with both a technical and business focused audience.Be the Voice of the Customer - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions provided by Vonage and develop a plan to meet said criteria based on regularly cadenced communications with your Customer (QBRs, Weekly Meetings, etc.)Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes.Educate customers on how existing and new product features/functionality will contribute to the growth of their business bringing the relevant internal stakeholders if needed.Define and organize on-boarding kick-off with internal teams and with customers.Advise customers on how to get the most out of their solution to scale their business using our different features and services.Understand and anticipate customer’s needs and goals; track customer progress against goals and report proactively on their health of their integration with our APIsDrive revenue growth by demonstrating value, identifying additional up-sell / cross-sell opportunities.Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact.Engage with a number of accounts simultaneously, be organized, setting priorities and demonstrating strong time management.Gather customer feedback related to product, ecosystem, vertical requirements and filter into relevant teams via agreed protocols to aid prioritization of roadmapsReview customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashion.Proactively manage customer comms through platform maintenance or disruption to ensure they are fully informed with a high touch approachHelp drive participation in marketing opportunities such as case studies, newsletters, blogs, webinars and speaker opportunities for your customers with our team.Huge opportunity to work with cross functional teams to broaden your career experience and horizons.Develop a plan with the Account Management team to increase the penetration at your Key Customers that provides for better Vonage top management visibility.Be innovative and make an impact: on your customers, on your team, and on the company. What You'll BringA robust customer-centric mindset and approach - making customers happy excites youExperience in CPaaS / SaaS or communication APIsAn understanding of how Professional Services/ Customer Success teams operateDetail oriented with excellent account management, time management and problem solving skillsExceptional written and verbal communication skills with a high-level of professionalismThe ability to self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culturePragmatic and realistic and can build strong internal working relationships to support customer delivery requirementsConfidence and patience in face to face customer engagement, ability to lead internal and external meetingsExceptional collaboration and teamwork skillsInstil trust and loyalty into the customer basePositive, proactive and solution oriented attitude to everything you doWhat's Required For Application4+ years experience working in a customer relationship management or customer facing account management role with technical customer base and corporate IT projects and processes.Experience in Project Management" or "Program Management" with a track record of consistently driving successful customer projects and programs.A tech savvy mind, with a good understanding of the trends driving innovation in technology, particularly in mobile, cloud and consumer areasAvailability for international travel (post COVID) and the flexibility to work outside regular regional business hours if the need arisesPrevious experience in using CRM systems such as Gainsight or Strikedeck and familiarity using tools like Jira, Tableau and Salesforce.A highly quantitative approach to understanding, measuring, and forecasting Customer behaviour and revenue.Bachelor's degree (or equivalent) or higherIntellectual curiosity with a strong interest in evolving technology.Sense of humorNaturally collaborative spirit - ability to work as one team. What's In It For YouIn addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
remote
remote
Customer Support Representative, Tier 1
dialpad IT / Development
Remote (Asia Time Zone Permitted) Negotiable
As the leading AI-powered cloud communications platform, Dialpad is on a mission to prove that employees don’t need to be in the office, stuck at a desk, or wearing pants to be 110% effective at their job. Our patented Voice Intelligence is embedded in every call to capture action items, provide coaching, take notes, analyze sentiment, and more in real-time—setting us apart from the competition.Essentially, our products make it easy to have productive business communication over calls, video conferencing, and chat from anywhere and on any device. With 90% of businesses still using desk phones for their contact centers, sales teams, and internal communication, we have a massive opportunity to grow and shape the future of work.Who We AreAt Dialpad, work isn’t a place you go, it's a thing you do. We don’t just build products for everywhere workers, we are everywhere workers. With offices in the Bay Area, Austin, Raleigh, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore, along with remote workers around the world, we are committed to building a diverse workforce, where each person is welcomed and valued for their personhood and contribution.With a $1.2 billion valuation and over $250 million in funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.The teamAs a member of the Customer Support team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face.ResponsibilitiesBecome an expert in our products and serviceDeliver amazing service and support to our users by providing fast and accurate responsesHandle user inquiries ranging from simple product questions to more complex technical support issuesTroubleshoot customer issues, escalate bug reports, and work to drive issue resolutionMaintain or exceed our established service levels and productivity standardsWork effectively with a variety of internal teams, including Sales, Engineering, and Product ManagementRequirementsCollege degree is required (technical degree is preferred)Minimum of 5 years in customer support (additional work experience in a technical field is preferred)Strong preference to having worked in the past for a well-known US company in supportGood home computer and internet connectivity a must (will be verified)Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors)What You Will AchieveIn your first 30 days: You’ll complete our training course and be equipped to handle customer interactions across all our channels and platformsIn Your First 60 DaysYou’ll be actively contributing to our teams goals around amazing customer supportIn Your First 90 DaysYou’ll be participating in team meetings focused around strengths and weaknesses of our team’s performance against our key metricsYou’ll be able to provide recommendations for processes and system configurations that streamline service for our customersWho You AreThis team is focused on supporting our partners who are supporting our product with their end users. As a great fit in this role, you will enjoy helping others solve complex problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will have worked in a call center environment for a minimum of three years preferably processing incoming calls via a ticketing system in a SIP/Telco environment. Additionally, your background will ideally reflect some technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP.BenefitsCultureWe’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill & Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged.Compensation And EquityTeamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.Equity, Balance, and BelongingAt Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.Dialpad is an equal opportunity employer. We are dedicated to creating a community ofinclusion and an environment free from discrimination or harassment.
dialpad
(IT / Development)
As the leading AI-powered cloud communications platform, Dialpad is on a mission to prove that employees don’t need to be in the office, stuck at a desk, or wearing pants to be 110% effective at their job. Our patented Voice Intelligence is embedded in every call to capture action items, provide coaching, take notes, analyze sentiment, and more in real-time—setting us apart from the competition.Essentially, our products make it easy to have productive business communication over calls, video conferencing, and chat from anywhere and on any device. With 90% of businesses still using desk phones for their contact centers, sales teams, and internal communication, we have a massive opportunity to grow and shape the future of work.Who We AreAt Dialpad, work isn’t a place you go, it's a thing you do. We don’t just build products for everywhere workers, we are everywhere workers. With offices in the Bay Area, Austin, Raleigh, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore, along with remote workers around the world, we are committed to building a diverse workforce, where each person is welcomed and valued for their personhood and contribution.With a $1.2 billion valuation and over $250 million in funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.The teamAs a member of the Customer Support team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face.ResponsibilitiesBecome an expert in our products and serviceDeliver amazing service and support to our users by providing fast and accurate responsesHandle user inquiries ranging from simple product questions to more complex technical support issuesTroubleshoot customer issues, escalate bug reports, and work to drive issue resolutionMaintain or exceed our established service levels and productivity standardsWork effectively with a variety of internal teams, including Sales, Engineering, and Product ManagementRequirementsCollege degree is required (technical degree is preferred)Minimum of 5 years in customer support (additional work experience in a technical field is preferred)Strong preference to having worked in the past for a well-known US company in supportGood home computer and internet connectivity a must (will be verified)Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors)What You Will AchieveIn your first 30 days: You’ll complete our training course and be equipped to handle customer interactions across all our channels and platformsIn Your First 60 DaysYou’ll be actively contributing to our teams goals around amazing customer supportIn Your First 90 DaysYou’ll be participating in team meetings focused around strengths and weaknesses of our team’s performance against our key metricsYou’ll be able to provide recommendations for processes and system configurations that streamline service for our customersWho You AreThis team is focused on supporting our partners who are supporting our product with their end users. As a great fit in this role, you will enjoy helping others solve complex problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will have worked in a call center environment for a minimum of three years preferably processing incoming calls via a ticketing system in a SIP/Telco environment. Additionally, your background will ideally reflect some technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP.BenefitsCultureWe’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill & Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged.Compensation And EquityTeamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.Equity, Balance, and BelongingAt Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.Dialpad is an equal opportunity employer. We are dedicated to creating a community ofinclusion and an environment free from discrimination or harassment.
remote
remote
Client Success Manager for Live Chat Service - Full Virtual / Remote Job
HelpFlow (Marketing and advertising)
Remote (Asia Time Zone Permitted) Negotiable
We provide live chat agents for nearly 100 websites. We launched in 2014, and have grown to ~150 employees, and we all work virtually.We are hiring a Client Success Manager (CSM) to be the face of the service for Clients. This person will level up the department through dedicated focus and ownership of this part of the business–taking over and stabilize existing Processes / Infrastructure / Team (PIT), identify gaps along with design and operationalizing PITs.Please see our full video job posting at our careers page (Jon talks about Assistant CSM - same role, just different title) before submitting your application.Miscellaneous info about the roleFull time role (40 hrs/week) after training, onboarding and passing certification**Training and onboarding takes 2 months or faster depending on the manager's learning curve and client span - 20 hrs weekly while on this phase$8/hr starting rateThis is a managerial post, best for senior/experienced supervisors or employees new to the managerial role. Reports to Senior Client Success ManagerCompetitive Salary Package with HMO and PTO benefits (rarely given to freelancers but a staple in our company)You'll work virtually from home, during US business hours (flexible after training and integration phase)Philippines-based candidates onlyRequirementsYour qualifications to be successful in this roleREQUIRED B2B Client ManagementYou have at least 2 years of direct client management experience in a B2B business (preferably a service business).You owned the success or failure of the client relationship through your routine communication via phone / conference / email, confidence building during times of client concerns, and internal coordination of progress to meet client success metrics and address client concerns.REQUIRED Improvement (and ideally creation) of Client Management Process and InfrastructureIn addition to managing clients, you have owned the process and infrastructure used to manage clients and achieve client success metrics.This should include experience in the client onboarding process, new client reporting process to establish clear value quickly and completely, internal monitoring of client metrics for areas of concern, and a process for planning / implementing client action plans or playbooks both internally and with client when a client is concerned.REQUIRED Leadership of Team(s)You have lead an internal team of people responsible for achieving a client’s goal, either in a project-based environment (i.e., website project, design project, etc.) or ongoing relationship environment (i.e., ongoing marketing management, etc.).REQUIRED Virtual Office SetupStable high speed internet connection (Mobile internet not recommended)Laptop or PC that can handle work tools (Recommended Quad-core CPU >2.5ghz, 8GB or higher RAM)Headset with mic and webcam for client and team meetingsQuiet and distraction-free workplaceRECOMMENDED BUT NOT REQUIRED Knowledge and experience with e-Commerce and Google AnalyticsYou understand how an e-Commerce business works and how they use website live chat to become more successful.You have experience in creating and analyzing Google Analytics to be able to come up with action plans that will help an e-Commerce business become successful.BenefitsTo be discussed during the interview.PLEASE COMPLETE ALL REQUIREMENTS (Video recording, etc.) IN THE APPLICATION PROCESS AS THIS SAVES BOTH OF US TIME IN DETERMINING IF WE ARE A MATCH.Incomplete Applications are automatically declined by our system
HelpFlow
(Marketing and advertising)
We provide live chat agents for nearly 100 websites. We launched in 2014, and have grown to ~150 employees, and we all work virtually.We are hiring a Client Success Manager (CSM) to be the face of the service for Clients. This person will level up the department through dedicated focus and ownership of this part of the business–taking over and stabilize existing Processes / Infrastructure / Team (PIT), identify gaps along with design and operationalizing PITs.Please see our full video job posting at our careers page (Jon talks about Assistant CSM - same role, just different title) before submitting your application.Miscellaneous info about the roleFull time role (40 hrs/week) after training, onboarding and passing certification**Training and onboarding takes 2 months or faster depending on the manager's learning curve and client span - 20 hrs weekly while on this phase$8/hr starting rateThis is a managerial post, best for senior/experienced supervisors or employees new to the managerial role. Reports to Senior Client Success ManagerCompetitive Salary Package with HMO and PTO benefits (rarely given to freelancers but a staple in our company)You'll work virtually from home, during US business hours (flexible after training and integration phase)Philippines-based candidates onlyRequirementsYour qualifications to be successful in this roleREQUIRED B2B Client ManagementYou have at least 2 years of direct client management experience in a B2B business (preferably a service business).You owned the success or failure of the client relationship through your routine communication via phone / conference / email, confidence building during times of client concerns, and internal coordination of progress to meet client success metrics and address client concerns.REQUIRED Improvement (and ideally creation) of Client Management Process and InfrastructureIn addition to managing clients, you have owned the process and infrastructure used to manage clients and achieve client success metrics.This should include experience in the client onboarding process, new client reporting process to establish clear value quickly and completely, internal monitoring of client metrics for areas of concern, and a process for planning / implementing client action plans or playbooks both internally and with client when a client is concerned.REQUIRED Leadership of Team(s)You have lead an internal team of people responsible for achieving a client’s goal, either in a project-based environment (i.e., website project, design project, etc.) or ongoing relationship environment (i.e., ongoing marketing management, etc.).REQUIRED Virtual Office SetupStable high speed internet connection (Mobile internet not recommended)Laptop or PC that can handle work tools (Recommended Quad-core CPU >2.5ghz, 8GB or higher RAM)Headset with mic and webcam for client and team meetingsQuiet and distraction-free workplaceRECOMMENDED BUT NOT REQUIRED Knowledge and experience with e-Commerce and Google AnalyticsYou understand how an e-Commerce business works and how they use website live chat to become more successful.You have experience in creating and analyzing Google Analytics to be able to come up with action plans that will help an e-Commerce business become successful.BenefitsTo be discussed during the interview.PLEASE COMPLETE ALL REQUIREMENTS (Video recording, etc.) IN THE APPLICATION PROCESS AS THIS SAVES BOTH OF US TIME IN DETERMINING IF WE ARE A MATCH.Incomplete Applications are automatically declined by our system
remote
remote
Freelance Customer Service Team Leader (100% Remote) - ABOVE MARKET SALARY OFFERED
Bold Business IT / Development
Remote (Asia Time Zone Permitted) Negotiable
We’re looking for a Customer Service Team Leader who is excited to work from home (100% remote) and join a startup.What does a work-from-home Customer Service Representative Team Leader really do? You’ll supervise and lead a team of Customer Service Representative agents.Responsibilities Provide communication in EnglishProvide regular performance-related feedback.Strategizing and monitoring daily activities of customer service operations.Assist customer service staff with duties where required.Train staff in areas of customer service and company policies.Assist with the development and implementation of service policies, and explaining these to agents.Maintain documentation about customer service department activities.Why We Think This Job Is Great It’s a 100% remote position where you’ll work from homeYou’ll be guaranteed a salary for 30 days should project ends in less than a monthYou’ll have the resources you need to learn, lead, and deliver resultsYou’ll work directly with our TELCO team and executives that have over 25 years of experience and $7B in the ICT industry. Qualifications Call Center TL/SME/OIC experienceExcellent command of the English languageCommunicates clearly and articulatelyAttention to detail and accuracyAble to support a Work from Home setupOwn PC/laptop (Minimum of i3 processor, 4 gig RAM)Internet speed no lower than 6 Mbps DL, 3 Mbps UL (must be fiber or VDSL/ADSL, not data or prepaid WiFi kit)A designated work areaHeadset with micAbout UsBold Business is a remote-first, global outsourced-solutions company with over $7B in service solutions over the past 25 years. Our international team helps the world’s leading companies transform their ideas into bold impacts. From Fortune 500 organizations looking to reduce operational costs by 40%-60% to fast-growth startups looking to scale, we work behind the scenes and empower companies to do more for less.If you like to move fast and have a bias for action, you’ll fit right into our fast-paced, results-based environment. We’re a 100% remote/virtual team environment where you can work from wherever you are.
Bold Business
(IT / Development)
We’re looking for a Customer Service Team Leader who is excited to work from home (100% remote) and join a startup.What does a work-from-home Customer Service Representative Team Leader really do? You’ll supervise and lead a team of Customer Service Representative agents.Responsibilities Provide communication in EnglishProvide regular performance-related feedback.Strategizing and monitoring daily activities of customer service operations.Assist customer service staff with duties where required.Train staff in areas of customer service and company policies.Assist with the development and implementation of service policies, and explaining these to agents.Maintain documentation about customer service department activities.Why We Think This Job Is Great It’s a 100% remote position where you’ll work from homeYou’ll be guaranteed a salary for 30 days should project ends in less than a monthYou’ll have the resources you need to learn, lead, and deliver resultsYou’ll work directly with our TELCO team and executives that have over 25 years of experience and $7B in the ICT industry. Qualifications Call Center TL/SME/OIC experienceExcellent command of the English languageCommunicates clearly and articulatelyAttention to detail and accuracyAble to support a Work from Home setupOwn PC/laptop (Minimum of i3 processor, 4 gig RAM)Internet speed no lower than 6 Mbps DL, 3 Mbps UL (must be fiber or VDSL/ADSL, not data or prepaid WiFi kit)A designated work areaHeadset with micAbout UsBold Business is a remote-first, global outsourced-solutions company with over $7B in service solutions over the past 25 years. Our international team helps the world’s leading companies transform their ideas into bold impacts. From Fortune 500 organizations looking to reduce operational costs by 40%-60% to fast-growth startups looking to scale, we work behind the scenes and empower companies to do more for less.If you like to move fast and have a bias for action, you’ll fit right into our fast-paced, results-based environment. We’re a 100% remote/virtual team environment where you can work from wherever you are.
remote
remote
Customer Service Specialist | Penang - Remote
Surprise.com (Internet)
Remote (Asia Time Zone Permitted) Negotiable
Company Informationhi is leveraging blockchain technology to build services that are community powered. Members of hi are the key stakeholders of this ecosystem and the business is committed to maximize membership value - not profits. Our first product is a digital wallet that provides members with the most seamless payment experience via social messengers (initially Telegram, next WhatsApp, Facebook Messenger, LINE, Viber and others). For more information, visit hi.comResponsibilitiesMonitor and handle customer inquiries that are escalated to wallet operations, and provide solutions to customersMonitor operations alert and resolve issues related to daily wallet operationTo handle customer inquiries and service request through hotline, email, and live chatResolve product or service problems by clarifying the customer’s complaintFollow communication procedures, guidelines, and policies to ensure consistent customer service qualityUse the best judgment to select the best course of action to resolve customer concernsKeep records of customer interactions in order to propose enhancements to customer service qualityOther duties assigned by the managerRequirementsQualificationsStrong passion to provide support to customersAs a team, able to work in shift and provide 24/7 coverage for customer service function and alert managementShift work is required (5-Day work week)Knowledge in blockchain technology is highly desirableAt least 1 year of experience working in a multi-channel environment (email, live chat, Facebook) highly preferredStrong presentation skills with excellent verbal and written communication skills in English and Simplified ChineseBilingual in Chinese/additional language is a plusBenefitsWhat can you expect from us?Competitive salary; option to be paid in cryptoFlexible working hoursHuge responsibilities from Day 1Strong career progression opportunitiesA dynamic and competitive work environmentRemote team
Surprise.com
(Internet)
Company Informationhi is leveraging blockchain technology to build services that are community powered. Members of hi are the key stakeholders of this ecosystem and the business is committed to maximize membership value - not profits. Our first product is a digital wallet that provides members with the most seamless payment experience via social messengers (initially Telegram, next WhatsApp, Facebook Messenger, LINE, Viber and others). For more information, visit hi.comResponsibilitiesMonitor and handle customer inquiries that are escalated to wallet operations, and provide solutions to customersMonitor operations alert and resolve issues related to daily wallet operationTo handle customer inquiries and service request through hotline, email, and live chatResolve product or service problems by clarifying the customer’s complaintFollow communication procedures, guidelines, and policies to ensure consistent customer service qualityUse the best judgment to select the best course of action to resolve customer concernsKeep records of customer interactions in order to propose enhancements to customer service qualityOther duties assigned by the managerRequirementsQualificationsStrong passion to provide support to customersAs a team, able to work in shift and provide 24/7 coverage for customer service function and alert managementShift work is required (5-Day work week)Knowledge in blockchain technology is highly desirableAt least 1 year of experience working in a multi-channel environment (email, live chat, Facebook) highly preferredStrong presentation skills with excellent verbal and written communication skills in English and Simplified ChineseBilingual in Chinese/additional language is a plusBenefitsWhat can you expect from us?Competitive salary; option to be paid in cryptoFlexible working hoursHuge responsibilities from Day 1Strong career progression opportunitiesA dynamic and competitive work environmentRemote team
remote
remote
Senior Counsel - Customers & Products, Eastern Hemisphere
bp (Oil & energy)
Remote (Asia Time Zone Permitted) Negotiable
Job Profile SummaryWe are looking for a Senior Legal Counsel in Customers and Products! Reporting to the Managing Counsel - Refining & Products Trading and Customers & Products, Eastern Hemisphere and based in Singapore, you will provide legal support for bp’s lubricants and downstream businesses operating in multiple markets across the region.This role encompasses a variety of matters including advising on day to day marketing and distribution arrangements, various corporate matters, joint venture agreements, compliance issues, regulatory matters and dispute resolution. You will also be involved in project work including mergers and acquisitions, route-to-market assessments and corporate restructurings.Job AdvertKey AccountabilitiesBe a trusted adviser to the businesses in the region.Work with business and partners with minimal supervision, but with the judgement to promptly inform and work with the Managing Counsel on more complex and critical matters.Work with other lawyers in the team, providing senior input on complex matters, managing work allocation and providing leadership and mentorship.Promote a legally compliant culture that is constructive and pragmatic by:preparing contracts to define and strengthen commercial relationships and to appropriately handle legal and business risks;providing timely, accurate and commercial legal options/solutions to support business activities;integrating legal compliance into business operations to bp’s sustainable competitive advantage;integrating risk/reward assessments and planning into ways of working;providing competition law and other compliance training to business colleagues;working closely with IP, compliance, employment and other legal specialists within bp while remaining the primary legal adviser to the businesses;proactively monitoring and researching changes in laws and updating the business;selecting and handling external legal counsel, and vigorously supervising and controlling the associated legal spend.Keep abreast of developments in bp’s corporate strategy to reimagine energy and work with the business to implement this strategy. Essential Education, Experience And Job RequirementsQualified in a common law jurisdiction, with 8+ years post qualification experience .Commercial and transactional experience in an international law firm and /or a multinational corporation.Ability to prioritise competing demands, operate independently and effectively and provide pragmatic and commercially focused advice.Excellent English language drafting and communication skills.Excellent people management skills.A problem solver; an effective team player with good listening/ interpersonal skills, and culturally proficient.Ability to build and maintain strong working relationships and promote networking, open communication and collaboration.Possessing the highest professional and ethical standards. EntityLegalJob Family GroupLegal GroupRelocation availableNoTravel RequiredNegligible travelCountrySingaporeAbout BPLEGALJoin us and become a trusted advisor delivering legal support to the group focused on material risk, ‎value and growth, protecting ourselves and enabling the realisation of our purpose, strategy, ambition and ‎aims.Together we will achieve this by:‎providing professional legal advice and counsel to the entities we supportleading and co-ordinating the identification and management of legal risksdeveloping a highly skilled, progressive and diverse legal teamsupporting the entities in the delivery of their accountabilitiesliving the bp code and being role models of our values and behavioursExperience LevelSenior
bp
(Oil & energy)
Job Profile SummaryWe are looking for a Senior Legal Counsel in Customers and Products! Reporting to the Managing Counsel - Refining & Products Trading and Customers & Products, Eastern Hemisphere and based in Singapore, you will provide legal support for bp’s lubricants and downstream businesses operating in multiple markets across the region.This role encompasses a variety of matters including advising on day to day marketing and distribution arrangements, various corporate matters, joint venture agreements, compliance issues, regulatory matters and dispute resolution. You will also be involved in project work including mergers and acquisitions, route-to-market assessments and corporate restructurings.Job AdvertKey AccountabilitiesBe a trusted adviser to the businesses in the region.Work with business and partners with minimal supervision, but with the judgement to promptly inform and work with the Managing Counsel on more complex and critical matters.Work with other lawyers in the team, providing senior input on complex matters, managing work allocation and providing leadership and mentorship.Promote a legally compliant culture that is constructive and pragmatic by:preparing contracts to define and strengthen commercial relationships and to appropriately handle legal and business risks;providing timely, accurate and commercial legal options/solutions to support business activities;integrating legal compliance into business operations to bp’s sustainable competitive advantage;integrating risk/reward assessments and planning into ways of working;providing competition law and other compliance training to business colleagues;working closely with IP, compliance, employment and other legal specialists within bp while remaining the primary legal adviser to the businesses;proactively monitoring and researching changes in laws and updating the business;selecting and handling external legal counsel, and vigorously supervising and controlling the associated legal spend.Keep abreast of developments in bp’s corporate strategy to reimagine energy and work with the business to implement this strategy. Essential Education, Experience And Job RequirementsQualified in a common law jurisdiction, with 8+ years post qualification experience .Commercial and transactional experience in an international law firm and /or a multinational corporation.Ability to prioritise competing demands, operate independently and effectively and provide pragmatic and commercially focused advice.Excellent English language drafting and communication skills.Excellent people management skills.A problem solver; an effective team player with good listening/ interpersonal skills, and culturally proficient.Ability to build and maintain strong working relationships and promote networking, open communication and collaboration.Possessing the highest professional and ethical standards. EntityLegalJob Family GroupLegal GroupRelocation availableNoTravel RequiredNegligible travelCountrySingaporeAbout BPLEGALJoin us and become a trusted advisor delivering legal support to the group focused on material risk, ‎value and growth, protecting ourselves and enabling the realisation of our purpose, strategy, ambition and ‎aims.Together we will achieve this by:‎providing professional legal advice and counsel to the entities we supportleading and co-ordinating the identification and management of legal risksdeveloping a highly skilled, progressive and diverse legal teamsupporting the entities in the delivery of their accountabilitiesliving the bp code and being role models of our values and behavioursExperience LevelSenior
remote
remote
Ecommerce Customer Service Manager (Remote)
Sistaco (Retail)
Remote (Asia Time Zone Permitted) Negotiable
Our rapidly expanding e-commerce company in the beauty sphere seeks an experienced Customer Service Manager to join our team and help take us to the next level in our expansion and customer experience.This exciting role will see you take your proven work history in this field to new heights whilst working with an innovative team.Your Key Responsibilities- Manage and oversee internal and external customer service team through effective leadership, training, and coaching- Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth- Assist team members in improving skills and in-depth product knowledge- Work to establish appropriate team KPIs- Work closely with internal stakeholders on customer service issues and resolutions- Establish an understanding of where systems and processes can be optimized and become more efficient- Assist in developing training materials for the most effective and informed team- Handle customer escalations with a high degree of experience and understanding- Communicate with Warehouse and other departments for the best customer experience- Evaluate customer feedback with an analytical approach to better tools of operationExperience Requirements2+ Years managing a customer service teamExceptional attention to detailExperience in a face-paced environmentIn-depth understanding and knowledge of customer service systems and toolsInterest in working with a team to grow and improveHigh level of time management and organizational skillsStrong People skills and negotiating experienceExcellent written and verbal communication skillsShopify/eCommerce experience highly valued
Sistaco
(Retail)
Our rapidly expanding e-commerce company in the beauty sphere seeks an experienced Customer Service Manager to join our team and help take us to the next level in our expansion and customer experience.This exciting role will see you take your proven work history in this field to new heights whilst working with an innovative team.Your Key Responsibilities- Manage and oversee internal and external customer service team through effective leadership, training, and coaching- Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth- Assist team members in improving skills and in-depth product knowledge- Work to establish appropriate team KPIs- Work closely with internal stakeholders on customer service issues and resolutions- Establish an understanding of where systems and processes can be optimized and become more efficient- Assist in developing training materials for the most effective and informed team- Handle customer escalations with a high degree of experience and understanding- Communicate with Warehouse and other departments for the best customer experience- Evaluate customer feedback with an analytical approach to better tools of operationExperience Requirements2+ Years managing a customer service teamExceptional attention to detailExperience in a face-paced environmentIn-depth understanding and knowledge of customer service systems and toolsInterest in working with a team to grow and improveHigh level of time management and organizational skillsStrong People skills and negotiating experienceExcellent written and verbal communication skillsShopify/eCommerce experience highly valued
remote
remote
Homes Customer Support Agent
Hopper IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Customer advocacy is at the heart of Hopper. As a globally distributed team of travel and hospitality enthusiasts and experts, we believe that every interaction before, during and after booking travel with Hopper should earn our travellers' trust and loyalty.Homes is one of the newest verticals at Hopper — as such, our service agents on this team must be flexible and willing to adjust with the evolving structure of the vertical. Service agents for Homes must be a scrappy, empathetic, persistent, hands-on “doer” who will not only bring the highest level of service and problem solving to our customers, but also play a part in the innovation and growth of our CS team. Joining the homes will empower you to quickly grow within the organization, with fast tracks to promotions for those who show the ability to build a better way to help our customers, and help fellow team members do the same.RequirementsA minimum of 2 years in a user-facing or back of house hospitality industry role, experience with VIP customers is an assetExceptional written communication skills in English; proficiency in Spanish is a strong assetExcellent computer skills, a willingness and an eagerness to excel at technical systemsPossess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalismHave previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up locationBe prepared to work full-time hours on a schedule that includes evenings, weekends and holidaysAre committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new thingsPreferred QualificationsExperience building training resources and coaching peers the new and sometimes challenging scenariosPrevious work experience within the hotels and/or vacation rental industryResponsibilitiesAssist customers via email, chat and voice to ensure they have the best possible experience. No set scripts, human conversation only.Learning and teaching: we are an adventuresome bunch with a new product, so expect that many things will change, and you will be able to learn with us, and help mentor new agentsWork out of multiple reservation systems and a variety of internal tools and systems to assist guests with Hopper hotel bookingsHelp users navigate the Hopper app, troubleshoot bugs and provide guidance on new featuresConstantly prioritize and re-prioritize a high volume of incoming travel requests for homes bookingsProvide an exceptional level of customer support to all users who reach outMore About HopperToday, Hopper is best known as a travel app. We're going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer's trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.Now we're laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.
Hopper
(IT / Development)
Customer advocacy is at the heart of Hopper. As a globally distributed team of travel and hospitality enthusiasts and experts, we believe that every interaction before, during and after booking travel with Hopper should earn our travellers' trust and loyalty.Homes is one of the newest verticals at Hopper — as such, our service agents on this team must be flexible and willing to adjust with the evolving structure of the vertical. Service agents for Homes must be a scrappy, empathetic, persistent, hands-on “doer” who will not only bring the highest level of service and problem solving to our customers, but also play a part in the innovation and growth of our CS team. Joining the homes will empower you to quickly grow within the organization, with fast tracks to promotions for those who show the ability to build a better way to help our customers, and help fellow team members do the same.RequirementsA minimum of 2 years in a user-facing or back of house hospitality industry role, experience with VIP customers is an assetExceptional written communication skills in English; proficiency in Spanish is a strong assetExcellent computer skills, a willingness and an eagerness to excel at technical systemsPossess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalismHave previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up locationBe prepared to work full-time hours on a schedule that includes evenings, weekends and holidaysAre committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new thingsPreferred QualificationsExperience building training resources and coaching peers the new and sometimes challenging scenariosPrevious work experience within the hotels and/or vacation rental industryResponsibilitiesAssist customers via email, chat and voice to ensure they have the best possible experience. No set scripts, human conversation only.Learning and teaching: we are an adventuresome bunch with a new product, so expect that many things will change, and you will be able to learn with us, and help mentor new agentsWork out of multiple reservation systems and a variety of internal tools and systems to assist guests with Hopper hotel bookingsHelp users navigate the Hopper app, troubleshoot bugs and provide guidance on new featuresConstantly prioritize and re-prioritize a high volume of incoming travel requests for homes bookingsProvide an exceptional level of customer support to all users who reach outMore About HopperToday, Hopper is best known as a travel app. We're going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer's trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.Now we're laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.
remote
remote
Customer Experience Manager
Athena (Information technology and services)
Remote (Asia Time Zone Permitted) Negotiable
ChargeOur clients are ambitious, high-impact CEOs, founders, and execs. They have started 100+ companies, raised billions in venture capital, taken companies public, worked in the White House, invested in Facebook/Uber/ Airbnb, run professional sports teams, were Governors of US states, and competed in Ironman races and the World Series of Poker.They’ve joined Athena to get more leverage, more impact, more success, and more time via their relationship with their top 1% Philippines-based Executive Assistant. They are world-class humans who want to get world-class at delegation.The Client Experience Manager will own bringing new clients on board, and building sustainable and continuous relationships with them. You build relationships that contribute to Athena's growth by working closely with our clients and often acting as the main point of communication between them and Athena.High-level ResponsibilitiesOnboarding new clients: Create a positive onboarding experience for our clients by having a solid handle on the clients' goals, challenges, and priorities, and making them understand how Athena can support them in their delegation needs in a discovery call.Managing current clients: Maintain and nurture current relationships with our clients.Driving Innovation: Drive innovation in the larger team by providing feedback on where clients/EAs are succeeding and where they aren't. You liaise with different departments to brainstorm ideas around EA quality and real value initiatives for our clients.Specific ProjectsYou will test, build, and optimize these initiatives:Onboarding: How do we make our clients feel excited about unlocking their delegation skills, and help set them up for success?Deeply understand client needs and preferences, and use these data points to drive the matching process and the creation of a comprehensive and effective onboarding plan.Set the right expectations, and help the clients understand what Athena can do for them.Client hospitality:Create a VIP experience by tuning in to clients' needs — handling and resolving their queries, issues, and suggestions in a timely and professional manner — and showing initiative and drive when dealing with their requests.Continuously think of creative ways to deliver an exceptional client experience.Liaising and collaborating:Facilitate communication between internal teams regarding client needs.Collaborate with other teams to develop goals and strategies for retaining clients, and improving client satisfaction based on client feedback.Track:Monitor client-EA partnership health, intervening when there are performance/ quality issuesKeeping accurate correspondence records on AirTable.About YouYou have solid experience in client-facing leadership roles in the outsourcing industry (in a B2B environment).You are an excellent communicator.You are a leader.You are solutions-oriented.You have a continuous improvement mindset.You love the remote-first culture we're building.
Athena
(Information technology and services)
ChargeOur clients are ambitious, high-impact CEOs, founders, and execs. They have started 100+ companies, raised billions in venture capital, taken companies public, worked in the White House, invested in Facebook/Uber/ Airbnb, run professional sports teams, were Governors of US states, and competed in Ironman races and the World Series of Poker.They’ve joined Athena to get more leverage, more impact, more success, and more time via their relationship with their top 1% Philippines-based Executive Assistant. They are world-class humans who want to get world-class at delegation.The Client Experience Manager will own bringing new clients on board, and building sustainable and continuous relationships with them. You build relationships that contribute to Athena's growth by working closely with our clients and often acting as the main point of communication between them and Athena.High-level ResponsibilitiesOnboarding new clients: Create a positive onboarding experience for our clients by having a solid handle on the clients' goals, challenges, and priorities, and making them understand how Athena can support them in their delegation needs in a discovery call.Managing current clients: Maintain and nurture current relationships with our clients.Driving Innovation: Drive innovation in the larger team by providing feedback on where clients/EAs are succeeding and where they aren't. You liaise with different departments to brainstorm ideas around EA quality and real value initiatives for our clients.Specific ProjectsYou will test, build, and optimize these initiatives:Onboarding: How do we make our clients feel excited about unlocking their delegation skills, and help set them up for success?Deeply understand client needs and preferences, and use these data points to drive the matching process and the creation of a comprehensive and effective onboarding plan.Set the right expectations, and help the clients understand what Athena can do for them.Client hospitality:Create a VIP experience by tuning in to clients' needs — handling and resolving their queries, issues, and suggestions in a timely and professional manner — and showing initiative and drive when dealing with their requests.Continuously think of creative ways to deliver an exceptional client experience.Liaising and collaborating:Facilitate communication between internal teams regarding client needs.Collaborate with other teams to develop goals and strategies for retaining clients, and improving client satisfaction based on client feedback.Track:Monitor client-EA partnership health, intervening when there are performance/ quality issuesKeeping accurate correspondence records on AirTable.About YouYou have solid experience in client-facing leadership roles in the outsourcing industry (in a B2B environment).You are an excellent communicator.You are a leader.You are solutions-oriented.You have a continuous improvement mindset.You love the remote-first culture we're building.
remote
remote
Mandarin speaking Customer Service Rep - Remote
Alphanumeric Systems IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Alphanumeric is hiring Work from Home Covid 19 Vaccine Contact Center Triage Agents to join our inbound contact centerPrimary responsibilities will be to handle inbound, calls, and chats from consumers or healthcare providers and actively listen to determine if and where the caller should be transferred. This role also includes fulfillment responsibilities for handling chats, emails, written materials, and other processes for the customer contact center. This position requires strong listening, problem-solving, communication, and customer service skills.You MUST be based in the Philippines.HighlightsYou should be flexible to attend different shiftsAll positions are Bilingual, we support several languages, You must speak and write English plus another language: MandarinBenefitsCompetitive salaryOpportunity to work for one of the biggest pharma brands in the worldMonthly Internet allowanceA work from home programEmployee recognition awardsMore than 4000 courses available on our e-learning platformHealth InsuranceResponsibilitiesField inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic mannerHigh volume contact center and calls are triaged for transfer to different teams within the company and client environmentCounsel patients on basic medical information, financial assistance, reimbursement and savings offer optionsWork with various sites/content to ensure a Consumer or HCP Provider receives prompt, complete and professional customer service.Documentation of case notes in the customer relationship management system, (SalesForce)Responsibilities will rotate among the team for fulfilment and contact center tasks Qualifications/ExperienceA passion for customer service. -Previous contact center experience is an assetStrong telephone soft -skills and passion to excel.Must thrive in a fast-paced, innovative environment while remaining flexible, proactive, resourceful and efficient.
Alphanumeric Systems
(IT / Development)
Alphanumeric is hiring Work from Home Covid 19 Vaccine Contact Center Triage Agents to join our inbound contact centerPrimary responsibilities will be to handle inbound, calls, and chats from consumers or healthcare providers and actively listen to determine if and where the caller should be transferred. This role also includes fulfillment responsibilities for handling chats, emails, written materials, and other processes for the customer contact center. This position requires strong listening, problem-solving, communication, and customer service skills.You MUST be based in the Philippines.HighlightsYou should be flexible to attend different shiftsAll positions are Bilingual, we support several languages, You must speak and write English plus another language: MandarinBenefitsCompetitive salaryOpportunity to work for one of the biggest pharma brands in the worldMonthly Internet allowanceA work from home programEmployee recognition awardsMore than 4000 courses available on our e-learning platformHealth InsuranceResponsibilitiesField inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic mannerHigh volume contact center and calls are triaged for transfer to different teams within the company and client environmentCounsel patients on basic medical information, financial assistance, reimbursement and savings offer optionsWork with various sites/content to ensure a Consumer or HCP Provider receives prompt, complete and professional customer service.Documentation of case notes in the customer relationship management system, (SalesForce)Responsibilities will rotate among the team for fulfilment and contact center tasks Qualifications/ExperienceA passion for customer service. -Previous contact center experience is an assetStrong telephone soft -skills and passion to excel.Must thrive in a fast-paced, innovative environment while remaining flexible, proactive, resourceful and efficient.
remote
remote
Customer Success Associate - Remote
iboss (Computer and network security)
Remote (Asia Time Zone Permitted) Negotiable
DescriptionCompany Overviewiboss is a cloud security company that provides organizations and their employees secure access to the Internet on any device, from any location, in the cloud. This eliminates the need for traditional security appliances, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by over 190 issued and pending patents and more than 100 points of presence globally, iboss protects more than 4,000 organizations worldwide. The Company is headquartered in Boston, MA, and has operations in Orlando, San Diego, London, and the Philippines.At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble and highly empowered to drive excellence. Come be a part of the team that will transform the way cybersecurity is delivered!Job DescriptionCustomer Success Associates play an advisory role to customers, build long-term strategic relationships with customers and partners and have a mission of ensuring that iboss customers achieve their desired outcomes through the interactions they have with our product and team members. Customer Success Associates will work with government, K12, commercial and enterprise customers via live chat, email, web-based ticket systems, telephone, and in some cases in person interactions. Interactions are primarily proactive, outbound and on a customer defined cadence. You will assist customers with designing, integrating, implementing, and training on iboss products and services. In this role you can expect to be very hands-on with technology and will also be responsible for the commercial aspects of the relationship which includes renewing and expanding the services that customers subscribe to. You will be a technical customer advocate; internally partnering with product management, engineering, and R&D resources to influence the product roadmap in alignment with feedback acquired in the field directly from customers.An ideal candidate for this role may have knowledge and experience with enterprise networks, systems, cybersecurity and sales engineering or technical account management. This is a excellent opportunity for a candidate that has recently completed their degree in Information Technology with an emphasis on networks and/or cybersecurity tracks. If you have an innate curiosity to understand how systems work (and could possibly be abused), a drive to find creative solutions to problems others may think are impossible to solve, are comfortable in a fast paced, challenging environment, and are driven to provide customer satisfaction, we want to hear from you. We’ll provide the opportunity for you to work with some of the largest and most complex networks on the planet providing a service that helps protect organizations and users from threatsResponsibilitiesEnsure that customer desired outcomes are achieved through proactive cadence driven outreachManage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfiedAct as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilitiesAdvise customers about new products and feature enhancementsProvide feedback to product management, engineering, and R&D teamsWorking with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner.Document interactions comprehensively for auditing and record keeping purposesHelp customers measure success by baselining current vs future stateWork with team leads and management to bubble up recurring issues or opportunities for product or process improvements.Create, provide, and present quotations to customersAcquire purchase orders from customersCreate and submit knowledgebase entries to help improve customer self-service capabilities.Create and maintain internal knowledge systems to assist other internal team membersStay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.Attend and present at trade shows and on-site trainingQualificationsThe responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required.2-year college degree (4-year a plus)Previous technical support experienceOutgoing personality and comfortable speaking to customersPossess a strong work ethic and team player mentalityExcellent communication skills both verbal and writtenExperience designing and supporting multilayer IP networks; routing and switching a plusExperience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS a plusExperience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devicesExperience managing Windows Server or Red Hat Linux server environments a plusExperience managing large (>1k seat) Windows and Mac workstation deployments a plusExperience managing DNS; Microsoft or Bind a plusExperience with acquiring and analyzing packet captures a plusHighly developed sense of integrity and commitment to customer satisfactionStrong detail orientation and listening skills.Strong decision making and analytical abilitiesWilling to travel 10% of the timeBenefitsPaid Time Off (PTO)Company paid holidaysOptimistic, supportive, and FUN work environmentFantastic company eventsThe duties and responsibilities described above are essential functions of the job.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.This position is not eligible for sponsorship of work visas
iboss
(Computer and network security)
DescriptionCompany Overviewiboss is a cloud security company that provides organizations and their employees secure access to the Internet on any device, from any location, in the cloud. This eliminates the need for traditional security appliances, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by over 190 issued and pending patents and more than 100 points of presence globally, iboss protects more than 4,000 organizations worldwide. The Company is headquartered in Boston, MA, and has operations in Orlando, San Diego, London, and the Philippines.At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble and highly empowered to drive excellence. Come be a part of the team that will transform the way cybersecurity is delivered!Job DescriptionCustomer Success Associates play an advisory role to customers, build long-term strategic relationships with customers and partners and have a mission of ensuring that iboss customers achieve their desired outcomes through the interactions they have with our product and team members. Customer Success Associates will work with government, K12, commercial and enterprise customers via live chat, email, web-based ticket systems, telephone, and in some cases in person interactions. Interactions are primarily proactive, outbound and on a customer defined cadence. You will assist customers with designing, integrating, implementing, and training on iboss products and services. In this role you can expect to be very hands-on with technology and will also be responsible for the commercial aspects of the relationship which includes renewing and expanding the services that customers subscribe to. You will be a technical customer advocate; internally partnering with product management, engineering, and R&D resources to influence the product roadmap in alignment with feedback acquired in the field directly from customers.An ideal candidate for this role may have knowledge and experience with enterprise networks, systems, cybersecurity and sales engineering or technical account management. This is a excellent opportunity for a candidate that has recently completed their degree in Information Technology with an emphasis on networks and/or cybersecurity tracks. If you have an innate curiosity to understand how systems work (and could possibly be abused), a drive to find creative solutions to problems others may think are impossible to solve, are comfortable in a fast paced, challenging environment, and are driven to provide customer satisfaction, we want to hear from you. We’ll provide the opportunity for you to work with some of the largest and most complex networks on the planet providing a service that helps protect organizations and users from threatsResponsibilitiesEnsure that customer desired outcomes are achieved through proactive cadence driven outreachManage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfiedAct as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilitiesAdvise customers about new products and feature enhancementsProvide feedback to product management, engineering, and R&D teamsWorking with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner.Document interactions comprehensively for auditing and record keeping purposesHelp customers measure success by baselining current vs future stateWork with team leads and management to bubble up recurring issues or opportunities for product or process improvements.Create, provide, and present quotations to customersAcquire purchase orders from customersCreate and submit knowledgebase entries to help improve customer self-service capabilities.Create and maintain internal knowledge systems to assist other internal team membersStay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.Attend and present at trade shows and on-site trainingQualificationsThe responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required.2-year college degree (4-year a plus)Previous technical support experienceOutgoing personality and comfortable speaking to customersPossess a strong work ethic and team player mentalityExcellent communication skills both verbal and writtenExperience designing and supporting multilayer IP networks; routing and switching a plusExperience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS a plusExperience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devicesExperience managing Windows Server or Red Hat Linux server environments a plusExperience managing large (>1k seat) Windows and Mac workstation deployments a plusExperience managing DNS; Microsoft or Bind a plusExperience with acquiring and analyzing packet captures a plusHighly developed sense of integrity and commitment to customer satisfactionStrong detail orientation and listening skills.Strong decision making and analytical abilitiesWilling to travel 10% of the timeBenefitsPaid Time Off (PTO)Company paid holidaysOptimistic, supportive, and FUN work environmentFantastic company eventsThe duties and responsibilities described above are essential functions of the job.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.This position is not eligible for sponsorship of work visas
remote
remote
Customer Success Manager
Sprout Solutions (Computer software)
Remote (Asia Time Zone Permitted) Negotiable
JOIN THE FASTEST GROWING TECH COMPANY IN THE COUNTRY!Perks:Remote Work (Laptops will be provided)Paid trainings and certificationsPaid leaves upon hireFun and innovative culture - we love getting things done while also having fun!MAIN AREA OF RESPONSIBILITY:The primary responsibility of a Customer Success Manager (CSM) under Client Shared Services is to ensure renewals from clients by facilitating different initiatives working with product, support, legal and other teams. Adoption, retention, and advocacy are key initiatives for the CSM.TASKS:Define and optimize customer journey and create standard presentation materials for lifecycle playsManage escalations from clients, and follow a method process to your managerGather feedback from other departments, including Sales, Support, Product, and others to improve the customer experienceCreate renewal, up-sell strategies with retention as focusContribute to creating one-to-many campaigns or process to efficiently manage over 100 customer relationshipsOwn key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey scoreFind innovative ways to effectively communicate with multiple clients, and to ensure all customer inquiries are responded to in a timely mannerContribute to building a team delivering world-class services to our clients.Ensure all client information is up-to-date and accurate in our database software.Perform other duties as assigned by the companyQUALIFICATIONS | COMPETENCIES:At least 2 years experience in account management, preferably in the software industry.Preferably has some marketing experience as creating campaigns is frequent.Has a track record of being a high achiever and a results driven professional.Strong empathy for customers and passion for revenue and growth.Analytical and process-oriented mindset.Ability to command a group of individuals in a room quickly and be assertive in a public environment.Strong communication skills including the ability to work and effectively interact with all levels of the organization (development, sales, marketing, professional services).Ability to work in an entrepreneurial environment in a team and individually.Creative problem solverPowered by JazzHR7YDxmsqVZz
Sprout Solutions
(Computer software)
JOIN THE FASTEST GROWING TECH COMPANY IN THE COUNTRY!Perks:Remote Work (Laptops will be provided)Paid trainings and certificationsPaid leaves upon hireFun and innovative culture - we love getting things done while also having fun!MAIN AREA OF RESPONSIBILITY:The primary responsibility of a Customer Success Manager (CSM) under Client Shared Services is to ensure renewals from clients by facilitating different initiatives working with product, support, legal and other teams. Adoption, retention, and advocacy are key initiatives for the CSM.TASKS:Define and optimize customer journey and create standard presentation materials for lifecycle playsManage escalations from clients, and follow a method process to your managerGather feedback from other departments, including Sales, Support, Product, and others to improve the customer experienceCreate renewal, up-sell strategies with retention as focusContribute to creating one-to-many campaigns or process to efficiently manage over 100 customer relationshipsOwn key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey scoreFind innovative ways to effectively communicate with multiple clients, and to ensure all customer inquiries are responded to in a timely mannerContribute to building a team delivering world-class services to our clients.Ensure all client information is up-to-date and accurate in our database software.Perform other duties as assigned by the companyQUALIFICATIONS | COMPETENCIES:At least 2 years experience in account management, preferably in the software industry.Preferably has some marketing experience as creating campaigns is frequent.Has a track record of being a high achiever and a results driven professional.Strong empathy for customers and passion for revenue and growth.Analytical and process-oriented mindset.Ability to command a group of individuals in a room quickly and be assertive in a public environment.Strong communication skills including the ability to work and effectively interact with all levels of the organization (development, sales, marketing, professional services).Ability to work in an entrepreneurial environment in a team and individually.Creative problem solverPowered by JazzHR7YDxmsqVZz
remote
remote
Senior Manager Customer Support, Trilogy (Remote) - $400,000/year USD
Crossover for Work IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Crossover is the world's #1 source of remote full-time jobs. Our clients offer top-tier pay for top-tier talent. We're recruiting this role for our client, Trilogy. Have you got what it takes?Are you a technical customer support manager who would do things differently if given the opportunity to lead the whole department?At Trilogy, we realized long ago that our support organization shouldn’t be left in the dust while the rest of our company innovates at full speed. To that end, we are looking for hands-on customer support managers who are bursting at the seams with innovative ideas and ready to help lead an entire support organization into the future.Trilogy is betting big on customer support as the key to our scaling strategy. Our vision for support takes place in a fully remote world where customer-centricity is not a marketing trope, but rather the main reason our customers renew their contracts year after year. As a support leader at Trilogy, you will be equipped with an organization of highly technical agents to persistently increase quality standards and win over the hearts and minds of our enterprise customers at every single interaction.We’re leaving traditional customer support behind in the Stone Age to forge a new path. If you are an innovation-forward support professional whose ideas are rooted in first-hand experience, then we want you to help us lead the charge.What You Will Be DoingMaking Important Decisions: You will focus on optimizing our support service, from customer interaction playbooks to higher-level process design, and continually improve our quality standards.Conducting Deep Dives: You will dive into specific areas of support that are impediments to achieving 100% customer satisfaction.Reviewing and Implementing Improvement Proposals: You will make improvements based on a logical framework and documented evidence.What You Won’t Be DoingDelegating process improvements to lower-level managers. Our support executives are hands-on and lead by showing, rather than telling.Relying on gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.Specializing in specific products. From L1 agents all the way up to the top, our organization is able to provide stellar service to every customer on every product.Senior Manager Customer Support Key ResponsibilitiesBuilding an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.Setting and enforcing increasingly high quality standards aimed at achieving a high NPS and >95% FCR.Basic RequirementsAt least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.Ability to write clearly and concisely in English.Ability to work 100% remotely from your own home office.About TrilogyHundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!What to expect next:You will receive an email with a link to start your self-paced, online job application.Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.Important! If you do not receive an email from us:First, emails may take up to 15 minutes to send, refresh and check again.Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.If all else fails, just reset your password by visiting https://www.crossover.com/auth/reset-password if you already applied using LinkedIn EasyApply.Crossover Job Code: LJ-3617-ID-Jakarta-SeniorManagerC
Crossover for Work
(IT / Development)
Crossover is the world's #1 source of remote full-time jobs. Our clients offer top-tier pay for top-tier talent. We're recruiting this role for our client, Trilogy. Have you got what it takes?Are you a technical customer support manager who would do things differently if given the opportunity to lead the whole department?At Trilogy, we realized long ago that our support organization shouldn’t be left in the dust while the rest of our company innovates at full speed. To that end, we are looking for hands-on customer support managers who are bursting at the seams with innovative ideas and ready to help lead an entire support organization into the future.Trilogy is betting big on customer support as the key to our scaling strategy. Our vision for support takes place in a fully remote world where customer-centricity is not a marketing trope, but rather the main reason our customers renew their contracts year after year. As a support leader at Trilogy, you will be equipped with an organization of highly technical agents to persistently increase quality standards and win over the hearts and minds of our enterprise customers at every single interaction.We’re leaving traditional customer support behind in the Stone Age to forge a new path. If you are an innovation-forward support professional whose ideas are rooted in first-hand experience, then we want you to help us lead the charge.What You Will Be DoingMaking Important Decisions: You will focus on optimizing our support service, from customer interaction playbooks to higher-level process design, and continually improve our quality standards.Conducting Deep Dives: You will dive into specific areas of support that are impediments to achieving 100% customer satisfaction.Reviewing and Implementing Improvement Proposals: You will make improvements based on a logical framework and documented evidence.What You Won’t Be DoingDelegating process improvements to lower-level managers. Our support executives are hands-on and lead by showing, rather than telling.Relying on gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.Specializing in specific products. From L1 agents all the way up to the top, our organization is able to provide stellar service to every customer on every product.Senior Manager Customer Support Key ResponsibilitiesBuilding an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.Setting and enforcing increasingly high quality standards aimed at achieving a high NPS and >95% FCR.Basic RequirementsAt least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.Ability to write clearly and concisely in English.Ability to work 100% remotely from your own home office.About TrilogyHundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!What to expect next:You will receive an email with a link to start your self-paced, online job application.Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.Important! If you do not receive an email from us:First, emails may take up to 15 minutes to send, refresh and check again.Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.Third, we will send to whatever email account you indicated on the Apply form - by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.If all else fails, just reset your password by visiting https://www.crossover.com/auth/reset-password if you already applied using LinkedIn EasyApply.Crossover Job Code: LJ-3617-ID-Jakarta-SeniorManagerC
Customer Service Specialist (English)
binance IT / Development
Yangon Negotiable
Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?Binance is a client-facing business, and Customer Service is extremely important for us. We hope to create a platform where our users are well supported with excellent quality, fast response time, and accurate information.Support is conducted via the ticketing system and a live chat and will include but not limited to customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform.Support will be in Chinese and English, that's why we are looking for candidates with proficiency in both languages.ResponsibilitiesHandle back office tickets, and provide 7*24h online enquiries and email replies services to customers.Handle customer enquiries, advices and suggestions via email or online tools.Support other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.Handle customer complaints, any special cases or ad hoc tasks. RequirementsCollege degree or above.Proficient in English. Chinese proficiency would be of a great advantage, for efficient collaboration with various stakeholders in the companyMinimum 1 year experience in customer service, preferably in finance or E-commerce industry. Outstanding recent graduates are also welcome to apply.High level of honesty and integrity. Proactive and meticulous. A sense of responsibility and team work spirit.Ability to work under pressure, strong communication skills and exceed beyond expectation.Passionate for customer service industry and can accept to work under different work shifts, including night shift.Positive about the crypto industry.OptionalEnglish language proficiency certificate will be of a huge advantage.Personal or professional experience with cryptocurrency.ConditionsDo something meaningful; Be a part of the future of finance technology and the no.1 company in the industryFast moving, challenging and unique business problemsInternational work environment and flat organisationGreat career development opportunities in a growing companyPossibility for relocation and international transfers mid-careerCompetitive salaryFlexible working hours, Casual work attire
binance
(IT / Development)
Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?Binance is a client-facing business, and Customer Service is extremely important for us. We hope to create a platform where our users are well supported with excellent quality, fast response time, and accurate information.Support is conducted via the ticketing system and a live chat and will include but not limited to customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform.Support will be in Chinese and English, that's why we are looking for candidates with proficiency in both languages.ResponsibilitiesHandle back office tickets, and provide 7*24h online enquiries and email replies services to customers.Handle customer enquiries, advices and suggestions via email or online tools.Support other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.Handle customer complaints, any special cases or ad hoc tasks. RequirementsCollege degree or above.Proficient in English. Chinese proficiency would be of a great advantage, for efficient collaboration with various stakeholders in the companyMinimum 1 year experience in customer service, preferably in finance or E-commerce industry. Outstanding recent graduates are also welcome to apply.High level of honesty and integrity. Proactive and meticulous. A sense of responsibility and team work spirit.Ability to work under pressure, strong communication skills and exceed beyond expectation.Passionate for customer service industry and can accept to work under different work shifts, including night shift.Positive about the crypto industry.OptionalEnglish language proficiency certificate will be of a huge advantage.Personal or professional experience with cryptocurrency.ConditionsDo something meaningful; Be a part of the future of finance technology and the no.1 company in the industryFast moving, challenging and unique business problemsInternational work environment and flat organisationGreat career development opportunities in a growing companyPossibility for relocation and international transfers mid-careerCompetitive salaryFlexible working hours, Casual work attire
remote
remote
Customer Service / Live Chat Agent
Miss Amara (Retail)
Remote (Asia Time Zone Permitted) Negotiable
Customer Service / Live Chat Agent — Challenge, Inspire and Grow with us at Miss Amara!We are looking for a Customer Service / Live Chat Agent to help us transform the way rugs are sold online! This is a remote, contract role that requires work during US business hours.About UsWe’re growing here at Miss Amara — fast. We’re reinventing the way that customers buys rugs online, innovating how people buy rugs through industry-first technology and a best-in-class customer experience. Since launching in 2014, Miss Amara has experienced rapid growth and is now regarded as one of the emerging e-commerce leaders in the APAC. We've received industry recognition for our innovation, customer-first mindset and growth trajectory, including:Ranked 17th in the Deloitte Fast 50 Tech Companies Australia 2020Ranked 150th in the Deloitte Fast 500 Tech Companies Asia-Pacific 2021Ranked 26th in the Financial Times (FT) Fastest Growing Tech Companies 2021Finalist, Customer Experience of the Year & Customer Experience Team of the Year, Inside Retail Awards 2021Finalist, Top Social Media Retailer, Power Retail Awards 2021Our plan: To be the number one global retailer for rugs.Miss Amara was founded with one mission - to create the best possible experience for people shopping for rugs online. Miss Amara is made up of a team that is (crazy) passionate about what they do, and strive to create a team culture that is vibrant, dynamic and supportive. We are shaking up the homewares industry with innovative technology that removes the biggest pain points in buying a rug - offering free returns, free styling advice, and industry-first augmented and virtual reality, tools to ensure our customer selects the perfect rug. Our approach is a complete game changer for how customers shop for rugs. We are building an all-star team to create a scalable business that our customers want to return to, time and time again.The roleWe are looking for a motivated team-member to join our Customer Experience Team. You’ll join our experienced Live Chat Team Lead in shaping a strong brand experience that you can be proud of.You will:Be available to work in a contract role with an hourly rate, including shift work (approximately 180 hours p/month)Provide timely, friendly and accurate support via Live Chat to customers on queries relating to order status, general product enquiries, refunds, cancellations, shipping and logistics, and customer complaintsExceptional customer service levels are a must -the ideal candidate would reciprocate the warm and personable communication of our customers.Be available to work during US business hours to support our US customers, as well as our other markets during your shiftThe successful candidate1+ years in a similar role, ideally with a pure play ecommerce companyExcellent customer service skills, with a strong understanding of our customer's needs and our brand's tone of voiceHave a good hands on understanding of all major social platforms (Facebook, Instagram, Pinterest)Ability to adjust and adapt to multiple situations, and multi-task!Why should you join?Part of our growing team — You’ll be a pivotal part of building a high-growth e-commerce business, with opportunity for career progression as Miss Amara expands into new markets. 👊Work in unchartered territory — We are disrupting the homewares space using industry-first technology to stand apart from our competitors 💪 Join a truly global team - with team members joining from countries all over the world, we are a truly diverse workforce with a dynamic, fun and engaging company culture! 🌏If you’re inspired to join the future of e-commerce, we want to hear from you!
Miss Amara
(Retail)
Customer Service / Live Chat Agent — Challenge, Inspire and Grow with us at Miss Amara!We are looking for a Customer Service / Live Chat Agent to help us transform the way rugs are sold online! This is a remote, contract role that requires work during US business hours.About UsWe’re growing here at Miss Amara — fast. We’re reinventing the way that customers buys rugs online, innovating how people buy rugs through industry-first technology and a best-in-class customer experience. Since launching in 2014, Miss Amara has experienced rapid growth and is now regarded as one of the emerging e-commerce leaders in the APAC. We've received industry recognition for our innovation, customer-first mindset and growth trajectory, including:Ranked 17th in the Deloitte Fast 50 Tech Companies Australia 2020Ranked 150th in the Deloitte Fast 500 Tech Companies Asia-Pacific 2021Ranked 26th in the Financial Times (FT) Fastest Growing Tech Companies 2021Finalist, Customer Experience of the Year & Customer Experience Team of the Year, Inside Retail Awards 2021Finalist, Top Social Media Retailer, Power Retail Awards 2021Our plan: To be the number one global retailer for rugs.Miss Amara was founded with one mission - to create the best possible experience for people shopping for rugs online. Miss Amara is made up of a team that is (crazy) passionate about what they do, and strive to create a team culture that is vibrant, dynamic and supportive. We are shaking up the homewares industry with innovative technology that removes the biggest pain points in buying a rug - offering free returns, free styling advice, and industry-first augmented and virtual reality, tools to ensure our customer selects the perfect rug. Our approach is a complete game changer for how customers shop for rugs. We are building an all-star team to create a scalable business that our customers want to return to, time and time again.The roleWe are looking for a motivated team-member to join our Customer Experience Team. You’ll join our experienced Live Chat Team Lead in shaping a strong brand experience that you can be proud of.You will:Be available to work in a contract role with an hourly rate, including shift work (approximately 180 hours p/month)Provide timely, friendly and accurate support via Live Chat to customers on queries relating to order status, general product enquiries, refunds, cancellations, shipping and logistics, and customer complaintsExceptional customer service levels are a must -the ideal candidate would reciprocate the warm and personable communication of our customers.Be available to work during US business hours to support our US customers, as well as our other markets during your shiftThe successful candidate1+ years in a similar role, ideally with a pure play ecommerce companyExcellent customer service skills, with a strong understanding of our customer's needs and our brand's tone of voiceHave a good hands on understanding of all major social platforms (Facebook, Instagram, Pinterest)Ability to adjust and adapt to multiple situations, and multi-task!Why should you join?Part of our growing team — You’ll be a pivotal part of building a high-growth e-commerce business, with opportunity for career progression as Miss Amara expands into new markets. 👊Work in unchartered territory — We are disrupting the homewares space using industry-first technology to stand apart from our competitors 💪 Join a truly global team - with team members joining from countries all over the world, we are a truly diverse workforce with a dynamic, fun and engaging company culture! 🌏If you’re inspired to join the future of e-commerce, we want to hear from you!
remote
remote
Customer Success Manager
App Annie (Internet)
Remote (Asia Time Zone Permitted) Negotiable
Customer Success Manager - RemoteApp Annie is always looking for extraordinary candidates with Mobile, SaaS, analytics background and we'd love to get to know you! We do not have any current openings for a Customer Success Manager in this location, however, in the event that a position opens up, we'd love for you to be the first person to know! Below is what we traditionally look for:Something About Us...App Annie is the industry’s most trusted mobile data and analytics platform. Our mission is to help customers create winning mobile experiences and achieve excellence. We created the mobile app data market and are committed to delivering the industry’s most complete mobile performance offering. We are headquartered in San Francisco with 12 offices worldwide. More than 1,200 enterprise clients and 1 million registered users across the globe and spanning all industries rely on App Annie as the standard to revolutionize their mobile business.Along with a market defining product, we take great pride in our culture and values and strive to embody them daily! We set a high bar for our success and have made Excellence as our our standard, hold each other Accountable, continuously push Innovation and Win with Style.What can you tell your friends when they ask you what you do? As a Customer Success Manager at App Annie, you will work with a portfolio of clients and be accountable for driving adoption, engagement, renewal, and growth of the App Annie platform and data set. You will partner with the Account Management Team to build relationships and uncover pain points of your clients and show them how they can drive business value while using App Annie.We are an exceedingly collaborative team with a focus on results and client-centricity. This position will put you at the forefront of the fast-growing mobile and big-data industries and give you the opportunity to work with the most dynamic companies in the world—those who are working on the next big thing.Our team members exhibit strong customer-facing skills, have an entrepreneurial spirit, remain calm under pressure and thrive on driving results with our customers. This is a sales and client relationship role, not technical supportYou will be responsible for and take pride in…Develop trusted advisor relationships with decision makers and executives from local tech companies.Leverage digital tools to develop your customer success plans, help customer drive business value from App Annie platformEnsure the customer success plan is being executed. Able to manage client on-boarding process: have a strong knowledgeable of our data, methodology, and visualization tools and be able to explain these to internal and external stakeholdersDevelop best practices for App Annie’s various verticals and share with your customer efficientlyAble to identify at-risk accounts and turn around those accountsResponsible for key customer success metrics, including customer churn and renewalsYou should recognize yourself in the following...At least 5+ years in a client success, account management, or management consulting role, working with enterprise and strategic clients. Bonus points if you have experience in Mobile or Data industryBusiness savvy; ability to translate business needs into data and product requirementsExcellent verbal and written communication skillsExtremely strong presentation and communication skillsPolish and credibility with C-level executives - ability to develop Exec alignment within strategic accountsYou are a passionate, driven, caring, customer-obsessed individual who is also naturally curious with a mature personality and a great team playerEnergy and creativity are key characteristics that describe you and the projects you lead. You make it happen. Boom!This Is What We Have To Offer…We provide a WFH allowance to set you up for remote work success.Internet allowance for stable internet connection, so your video does not freeze on Zoom.Flexible working days. We love to meet, but if you need to get your kids behind school-zoom, need to leave early to get to your band repetition or gym classes, do your thing.Paid leave, so long as you promise to come back!Health and dental benefits.An international team of talented and engaged people from different cultural backgrounds and locations.Wellbeing allowance for any activity that matters to your wellbeing; (online) gym classes, fitness equipment, mindfulness apps or even childcare support!Unlimited access to online learning platform Udemy to help you develop your skills.Virtual initiatives and events to keep you connected with your colleagues.Yes, I want this job!
App Annie
(Internet)
Customer Success Manager - RemoteApp Annie is always looking for extraordinary candidates with Mobile, SaaS, analytics background and we'd love to get to know you! We do not have any current openings for a Customer Success Manager in this location, however, in the event that a position opens up, we'd love for you to be the first person to know! Below is what we traditionally look for:Something About Us...App Annie is the industry’s most trusted mobile data and analytics platform. Our mission is to help customers create winning mobile experiences and achieve excellence. We created the mobile app data market and are committed to delivering the industry’s most complete mobile performance offering. We are headquartered in San Francisco with 12 offices worldwide. More than 1,200 enterprise clients and 1 million registered users across the globe and spanning all industries rely on App Annie as the standard to revolutionize their mobile business.Along with a market defining product, we take great pride in our culture and values and strive to embody them daily! We set a high bar for our success and have made Excellence as our our standard, hold each other Accountable, continuously push Innovation and Win with Style.What can you tell your friends when they ask you what you do? As a Customer Success Manager at App Annie, you will work with a portfolio of clients and be accountable for driving adoption, engagement, renewal, and growth of the App Annie platform and data set. You will partner with the Account Management Team to build relationships and uncover pain points of your clients and show them how they can drive business value while using App Annie.We are an exceedingly collaborative team with a focus on results and client-centricity. This position will put you at the forefront of the fast-growing mobile and big-data industries and give you the opportunity to work with the most dynamic companies in the world—those who are working on the next big thing.Our team members exhibit strong customer-facing skills, have an entrepreneurial spirit, remain calm under pressure and thrive on driving results with our customers. This is a sales and client relationship role, not technical supportYou will be responsible for and take pride in…Develop trusted advisor relationships with decision makers and executives from local tech companies.Leverage digital tools to develop your customer success plans, help customer drive business value from App Annie platformEnsure the customer success plan is being executed. Able to manage client on-boarding process: have a strong knowledgeable of our data, methodology, and visualization tools and be able to explain these to internal and external stakeholdersDevelop best practices for App Annie’s various verticals and share with your customer efficientlyAble to identify at-risk accounts and turn around those accountsResponsible for key customer success metrics, including customer churn and renewalsYou should recognize yourself in the following...At least 5+ years in a client success, account management, or management consulting role, working with enterprise and strategic clients. Bonus points if you have experience in Mobile or Data industryBusiness savvy; ability to translate business needs into data and product requirementsExcellent verbal and written communication skillsExtremely strong presentation and communication skillsPolish and credibility with C-level executives - ability to develop Exec alignment within strategic accountsYou are a passionate, driven, caring, customer-obsessed individual who is also naturally curious with a mature personality and a great team playerEnergy and creativity are key characteristics that describe you and the projects you lead. You make it happen. Boom!This Is What We Have To Offer…We provide a WFH allowance to set you up for remote work success.Internet allowance for stable internet connection, so your video does not freeze on Zoom.Flexible working days. We love to meet, but if you need to get your kids behind school-zoom, need to leave early to get to your band repetition or gym classes, do your thing.Paid leave, so long as you promise to come back!Health and dental benefits.An international team of talented and engaged people from different cultural backgrounds and locations.Wellbeing allowance for any activity that matters to your wellbeing; (online) gym classes, fitness equipment, mindfulness apps or even childcare support!Unlimited access to online learning platform Udemy to help you develop your skills.Virtual initiatives and events to keep you connected with your colleagues.Yes, I want this job!
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