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Customer Support Manager (m/f)

  • Vollzeit
  • Mit Berufserfahrung
Frühestmöglicher Eintrittstermin Mai 2014

The Customer Support Manager will help to shape the support organization by building the global GoodsCloud customer support team, while leading the team to handle complex technical issues and managing daily operations.

You will

  • Lead the Customer Support Team that handles customer support and system issues
  • Hire and manage GoodsCloud’s support representatives
  • Create a formal training process targeted at both, new hires and existing representatives
  • Build a highly scalable support process that delivers excellence and customer satisfaction
  • Act as an escalation point for customer and partner support problems that may be raised for resolutions
  • Improve the quality and efficiency of the service we deliver to our customers as a mean to improve customer satisfaction and success
  • Assess, evaluate and establish standards and best practices in accordance with the needs and aspirations of the GoodsCloud community
  • Manage quality assurance and reviews of the support process

We are looking for a Customer Support Manager who has

  • More than five years experience of providing customer facing product/technical support (web based products or e-commerce preferred)
  • More than three years of experience in managing a support organization or leading customer interactions
  • Experience supporting e-commerce operation applications with orders, returns, product management and billing is highly desirable
  • Experience in building and running support organisations and providing API and/or SaaS support
  • Experience providing web development support is highly desirable
  • Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, JSON, XML, python
  • Proficience with analyzing log files and standard debugging concept
  • Familiarity with tools and practices of the trade such as case management, knowledge base, defect and escalation management
  • Excellent communication skills (verbal and written)
  • Versatility, flexibility, and enthusiasm to work in a fast paced and dynamic environment

Felix Schulte -