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Customer Support Manager
• Technical Skills:
o Proficient in Zendesk for customer service management.
o Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint).
o Experience with Jira for issue tracking and resolution.
o Familiarity with other customer service and project management tools.
o Creates and plans coaching for agents
• Leadership Skills: Strong leadership and team management skills, with a proven ability to motivate and develop
a team.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate
effectively across all levels of the organization.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think strategically and
execute tactically.
• Customer-Centric: Passionate about providing excellent customer service and improving the customer
experience.
Team Leadership: Lead and mentor a team of customer service representatives, providing guidance, support,
and performance feedback.
• Customer Experience: Develop and implement strategies to improve customer satisfaction and ensure a
seamless experience across all touchpoints.
• Zendesk Management: Oversee the use of Zendesk for ticketing, customer communication, and reporting,
ensuring optimal use and customization of the platform.
• Microsoft Office Suite: Utilize Microsoft Office tools, including Excel for data analysis, Word for
documentation, and PowerPoint for reporting and presentations.
• Jira Management: Work with Jira to track, manage, and resolve customer-related issues and collaborate with
other departments for efficient resolution.
• Process Improvement: Identify and implement process improvements to increase efficiency and effectiveness
of the customer service team.
• Training and Development: Develop training programs to enhance the skills of the customer service team,
ensuring they are well-versed in product knowledge and customer service best practices.
• Reporting: Generate and analyze reports on key performance indicators (KPIs) to monitor the effectiveness of
the customer service operations.
• Cross-Department Collaboration: Work closely with other departments, such as Product, Sales, and IT, to
ensure customer feedback is incorporated into product development and service enhancements.
• Conflict Resolution: Handle escalated customer complaints and issues with a focus on swift and satisfactory
resolution.
About the Company
Who we are:
Moatable Inc (MTBL): Provides management expertise, support services, and capital to help our SaaS businesses grow, scale, and reach their full potential.
Our incubation and exit strategy encourage our subsidiary companies to act boldly, build strong businesses, and solve their customers’ most pressing problems to create value and, eventually, go public or strike out on their own.
What we do:
Our team is made up of experts in developing innovative B2B SaaS Technology Solutions. We provide operational expertise and financial resources to our portfolio companies, positioning them for high growth rates and enabling them to become the #1 SaaS company in their respective industries.
Trucker Path: The #1 mobile app used by North American long-haul truckers, brokers, and fleets carriers. The service makes drivers more productive, efficient and comfortable to communicate while on the road and specializes in connecting freight companies and trucking capacity to remove friction from the process of sourcing and transporting loads from pickup to delivery. Trucker Path provides drivers with real-time trip planning insights including turn-by-turn navigation, reviews, real-time fuel pricing and discounts, and information about points of interest, including truck stops, weigh stations, and available truck parking.
Lofty: A Perfect Blend of Real Estate and Technology Expertise. Lofty's AI-powered platform helps real estate professionals to increase their productivity and accelerate business growth. Lofty Inc. provides an AI-powered platform that helps real estate professionals increase their productivity and accelerate business growth. Featuring award-winning technology, the Lofty platform is designed to optimize every step of the real estate journey, from search to settlement. By leveraging one unified hub, customers can automate marketing programs, streamline the sales process, and maximize collaboration between agents empowering them to spend more time building relationships and their business.
Our Culture & Values:
Our values are based on trust, integrity, agility, and an unyielding desire to learn and innovate. We are a meritocracy-based business that recognizes and rewards hard work and exceptional performance. We aim to develop ways for professionals to thrive in today’s tech-driven, highly competitive environment.
Please take some time to visit our website to gain understanding of our business.
Website Links:
Moatable: www.moatable.com
Trucker Path：https://www.truckerpath.com/
Lofty：https://lofty.com/
