Customer Support Manager (US Shift)

About the role

SocialPilot is looking for a Customer Support Manager (US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals. As a part of the customer success team, you will help prospects to understand if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.

What you'll do

• Help prospects to understand if SocialPilot is the right platform for them
• Also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success
• Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
• Act as an escalation point for complex customer issues and ensure timely resolution
• Monitor team performance, KPIs, SLAs, CSAT, and quality metrics

What you need

• 8–14 yrs of experience
• Customer service
• Zendesk
• Escalation handling
• Communication
• Customer success
• Any graduate