*the customer support team is critical to ordergrid’s ability to scale both rapidly and sustainably. As the bridge to our clients, our customer support team enables customer satisfaction, retention and increased revenue. They do this by building deep and trusted relationships with our clients that allow us to understand and recognise our customer needs, solve their problems. They communicate new and changing requirements of our customers back to our product team as development opportunities. They are the reason our clients love us and want to grow with us.*
*what you’ll work on daily*:
- *lead customer support in central/south america: be the point of contact for the ordergrid leadership team, support the customer support lead to define local goals and kpis which are aligned to ordergrid strategic plan*
- *take ownership of the region and report on kpis, actively contribute to the progression and evolution of the global customer support team strategy*
- *day to day management of the region e.g. workload allocation, sla tracking, reporting, escalations, performance management, training, employee learning and development and communication of key messages*
- *ensure customer support procedural standards and best-practises are globally aligned to ordergrid’s customer support teams in other regions, delivering seamless client coverage and world class customer experiences*
- *customer support & issue resolution: first point of contact for service (technical and operational) issues, questions, issues and bugs, managing these via a ticketing system*
- *first point of contact for clients in your region*
- *triage issues, understand client impact and work effectively with internal teams (i.e. the product and engineering teams) to deploy the best solutions*
- *represent and advocate for your clients to ensure fixes are prioritised by other teams and that slas are being met*
- *ensure client are well supported and properly informed throughout issue resolution process, maintaining customer satisfaction levels even when managing problems*
- *relationship management: take ownership of issues to ensure fast, flexible and effective resolution*
- *advisory and problem solving*
- *regular connection points with customers to understand their satisfaction levels, address and close issues, share product updates & industry best practices*
- *proactively develop a deep understanding of the customer’s business strategy and challenges to offer creative solutions, business development opportunities and grow organic revenue*
- *customer lifecycle support: establish regular rhythms and cadences to best support the needs of the client*
- *pre-sales client support (e.g. software and operational demos)*
- *client onboarding*
- *integration & set-up support (e.g. product mapping, dark stores etc.) rapid and effective troubleshooting*
- *documentation & training*
- *review and prepare all client supporting documentation as needed including spanish translations*
- *create customer support content and user guides such as web-demos, videos delivering hands-on training where required*
- *product development*
- *represent the users and customers by raising new feature requests*
- *support testing of new features*
- *collect information and feedback from customers to be shared with the product team*
*you will be successful if you have the following business skills*:
- *experience of working with ticketing systems (logging, tracking, resolving issues)*
- *experience of working in a distributed organisational environment where immediate manager is not located in the same country/time-zone*
- *a proactive approach to managing workload, does not wait for work to be assigned*
- *exceptional attention to detail, a ‘get it done’ attitude and a sense of urgency*
- *clear and regular progress communication with management and colleagues to ensure issues blockers are swiftly overcome*
- *experience of leading others, managing workload and developing teams*
- *works collaboratively with others, places emphasis on finding and sharing relevant information to increase effectiveness, productivity and customer satisfaction*
- *works effectively both independently and as part of a team*
*you'll be successful if you have the following experience and technical skills*:
- *at least 1 year experience as a supervisor, manager or team leader*
- *at least 1 year of experience in a technical, customer facing role such as technical help-desk*
- *or, at least 2 years of experience in a customer support role within a software development organisation or similar industry*
- *or, at least 2 years of experience in a customer facing, account management role with focus on relationship building, problem solving and issue resolution*
- *fluent english*
- *fluent spanish*
*nice to have*:
- *experience onboarding clients and new system integrations*
- *experience with quality