The posting
SOCi, the marketing platform for multi-location brands, is currently looking for a Manager, Customer Data Management to oversee the day-to-day activities of the SOCi Customer Support team which is part of the broader SOCi Customer Success team. This support team is responsible for providing enterprise-level application support to customers and partners, ultimately driving complete resolution to complex issues. All support interaction is done via phone, email, and web and measured by specific support KPIs established by SOCi. The ideal candidate will be flexible, detail-oriented, highly skilled at working with customers, and have a track record of success leading a team. This position requires the ability to work with minimal direction, the capacity to work quickly and identify and fix the root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and our products.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- Oversee the day-to-day activities of the Manila Customer Support team ensuring they are effective with their time, follow-up, and tasks.
- Lead and motivate a team of customer support representatives to achieve performance targets and deliver exceptional customer service.
- Provide coaching and development opportunities to team members, fostering continuous improvement and skill enhancement.
- Conduct regular performance evaluations and one-on-one meetings to provide constructive feedback and set individual goals.
- Monitor key performance indicators (KPIs) to assess team performance and identify areas for improvement.
- Serve as the primary point of contact for escalated customer issues, demonstrating effective problem-solving and conflict resolution skills.
- Foster a positive team culture and promote a customer-centric mindset among team members.
- Interview Support team candidates and conduct regular training for new hires on customer success software tools, as well as lead onboarding and ongoing enablement.
- Closely partner with the SOCi executive team, and US customer support department managers, providing regular reporting on customer insights.
- Provide regular updates to US customer support department managers on Manila Support team productivity levels, as well as individual teammates’ performance feedback.
- Own Manila Support team ticket queue management efforts ensuring internal systems are in sync and accurately reflecting correct information.
- Assist the team with triage and remediation efforts, and provide support to resolve cases assigned to the team.
- Actively contribute to our technical knowledge base, online community, and other technical documentation.
- Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements.
- Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.
- Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels.
- Participate in weekend/holiday on-call support rotation as needed.
- Provide ideas and assist with the creation of documentation and training material for external and internal content.
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers.
- Achieve expert level with all SOCi products, offerings, and integrations.
- Ensure the team maintains or exceeds our established service levels and productivity standards.
- Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model.
- Take on special projects as needed and other tasks and duties as assigned.
- Bachelor’s Degree or equivalent education
- Proven work experience as a team leader or supervisor
- 2-4 years of direct, verifiable customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
- Exceptional communication skills both written & verbal
- Strong interpersonal skills & proven success in cross-functional collaboration
- Ability to develop and maintain expert-level mastery of SOCi products
- Proficient with Salesforce, Freshdesk, and Jira
- Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
- The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
- Willingness to work off hours (nights and weekends) as urgent customer needs dictate.
- Experience with enterprise social media networks
- Excellent problem-solving, critical thinking, and analytical skills
- Quick learner; able to learn new technologies on own as necessary
- Ability to work effectively cross-functionally with Product, Sales, and Customer Success.
- Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
- Experience working with social media platforms and listings management software
- Experience working with local landing pages and SEO
