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Customer Support Manager

Brno / Full-time

ContentKing is a fast-growing startup with customers all around the globe. Up until now support has been a shared role but we have reached the point where we need to take the next step and hire someone who can fully own it.

Responsibilities

In this role you will have the following responsibilities:

  • Being an ambassador of our customers: ensuring that they are happy and that their voice is heard
  • Solve support inquiries from our customers, working together with second tier support (development)
  • Suggest and implement workflow improvements to continuously increase our scalability
  • Manage the Support section on our website to minimize incoming inquiries
  • Own our internal support knowledge base, documenting our processes
  • Work together with the product team to improve ContentKing based on customer input

Please note: you’ll get all the help you need, but this is a role with significant responsibilities.

Your goals

You will have two primary goals:

  • Increase customer satisfaction
  • Increase our ability to scale up, meaning we can onboard more customers without having to linearly hire as many new support reps.

Success towards these goals will be measured according to the following KPIs:

  • Reduction of incoming support inquiry rate
  • Reduction in time to respond and time to solve
  • Increased customer satisfaction

Requirements

Candidates must meet the following criteria:

  • 2+ years experience with customer support, preferably in a leadership position
  • 2+ years experience in the digital marketing field
  • Being self-critical with a strong focus on optimizing both your own and the company’s performance
  • Eagerness and willingness to take responsibility and define the future of our Customer Support
  • Being service-oriented with a friendly attitude
  • Command of English: B2 or better

What we offer

  • Joining a fast-growing SaaS startup
  • Competitive salary with the possibility to gain equity
  • Working with an eager high-performing team building our global SaaS solution
  • Support customers working at well-known companies like British Telecom, iProspect and Moneta
  • Acquire extensive knowledge about digital marketing, SaaS and what it takes to make a startup succeed
  • Working from our comfortable office in the center of Brno (Masarykova street)

This is us!

We are a diverse bunch of marketers, developers and designers. United by reconciling boundless creativity with healthy pragmatism and driven by our passion to create the best digital marketing software on the market.

ContentKing team