Makersplace

Customer Success and Support Manager

Job Description

Posted on: 
January 10, 2023

We are looking for a dedicated Customer Success and Support Manager to lead our CS team. Your mission will be to consistently improve the experience for creators and collectors  throughout their journeys in our marketplace. You will constantly strive to delight our customers through innovative and creative initiatives utilizing team members and customer insights, data and industry best practices.

Responsibilities

  • Manage a team of three responsible for customer service and creator onboarding
  • Be a driving force for the team to boost customer delight, response and resolution time set the standards to achieve exceptional customer experiences by consistently improving our support channels through iteration
  • Build out and manage Salesforce Service Cloud, including developing self service solutions and our knowledge baseDevelop and monitor key performance indicators to measure and improve both productivity and satisfaction
  • Act as a key stakeholder in impactful customer experience projects, you will help lead and guide these efforts towards the desired results
  • Closely collaborate with cross-functional partners to creatively and effectively optimize our service processes and performance to better meet our customer’s needs
  • Continuously optimize process and best practices by acting on customer, team member, and stakeholder feedback.
  • As a member of the organization’s Management Team, build and cultivate strong relationships with leaders in the organization; serve as a trusted advisor and partner to maximize reach and impact in their areas of responsibilityHelp establish and be the beacon of our customer experience strategy, maintaining alignment with company OKRs and how your team contributes to their success
  • Stay up-to-date on industry trends and best practices in customer experience

Job Requirements

  • Proven professional with 5+ years of Customer Support / Experience experience as in a startup environment, and +3 years as a people manager
  • Ability to effectively utilize and present relevant data to key stakeholders to drive decision making and maximize business results.
  • Track record of leading teams towards reaching and exceeding goals and KPIs
  • You believe in putting your people first and cultivating a team culture that aims to develop and grow skills, knowledge, and opportunities
  • Outstanding facilitation, brainstorming and collaboration skills
  • A strong liaison, able to guide internal and external key stakeholders towards building a consensus around a clear call to action
  • A unique facilitator, passionate about building and cultivating strong working relationships with reports, peers and internal and external partners and stakeholders
  • Purposeful decision maker under pressure, you are able to solve challenges in a way that will guide us forward in a better, scalable way
  • Proven experience successfully implementing and managing Salesforce Service Cloud or alike
  • Web3 experience preferred
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