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Customer Support Manager

Silicon Valley

Position Overview

Are you an amazing communicator with a demonstrated ability to adapt your style to changing circumstances and situations? Are you a skilled leader who builds trust, provides direction, and delegates responsibility effectively? Do you have a passion for great customer service and want to apply it in your next job? If so, then you should join our San Mateo based team as the manager of our Customer Support group.

 

Responsibilities

  • Oversee the day-to-day operations of a team of Tier-One Customer Support Specialists
  • Manage the team’s work schedules to achieve company goals and Service Level Agreements (SLAs)
  • Coach and mentor all team members in troubleshooting techniques, service principles, and company policies and procedures
  • Administer the team’s service tools, including Zendesk, Round Robin, Zopim, and RingCentral
  • Serve as a point of escalation for difficult customer situations
  • Provide advanced troubleshooting and assistance to GoAnimate customers
  • Assist with direct support, as needed
  • Recognize and alert others to trends impacting customer service
  • Assist prospects and existing customers with purchase decisions
  • Write knowledgebase articles, conduct webinars, and participate in online community forums
  • Adhere to all company policies, procedures, and business ethics codes
  • Other duties as assigned

 

Requirements

  • Exceptional interpersonal communication skills
  • Demonstrated leadership and management skills
  • A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations
  • Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
  • Reliable, responsible and consistent
  • Patient, helpful and a creative problem solver
  • Bachelor degree (advanced degree preferred)

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