Hivebrite recrute un(e)
Manager of Customer Support - Paris / Nice / Full Remote from France
CDI • Paris, France
Cette offre est lié au département Customer success
Hivebrite is an all-in-one community management and engagement platform -Our mission is to provide organizations with the tools they need to create vibrant communities.
Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than than 800 customers worldwide - including Princeton University, Stanford University, Columbia Business Schools but also WWF or P&G alumni.
We employ more than 100 people across our offices in Paris, New York, and Sydney, and 30 nationalities are represented in our team!
In 2020, we were awarded five Great Place to Work labels, were recognized as a G2 High Performer, and won the International Prize by EY, SYNTEC Numerique, and TECH IN France.
And we have no intention of slowing down!
?YOUR ROLE WILL BE :
As the Manager of the technical support team, you will be a part of the ever-growing Customer Success organization at Hivebrite(e)In this permanent role, you will manage the Global Support team, work with clients to troubleshoot, answer questions, identify and report software issues and work closely with the Product team to share client feedback and test new developments. You will be responsible for ensuring a high-quality customer experience as our company scales at a very fast pace(e)
The support team is on the front lines and develops a tremendous sense of technical product knowledge as well as how our customers are using the platform.
Your primary responsibility will be to identify and manage key performance metrics to improve customer experience(e)You will also advocate for customer needs by providing feedback to the product development team and plan/execute hiring as needed, coach and develop team members(e)
?YOUR MISSION WILL BE:
- Manage the customer support department’s day-to-day functions
- Respond to escalated customer support issues
- Implement customer support processes to enhance customer satisfaction
- Create and revise customer support policies and promote their implementation
- Informing the team of all new information related to products, procedures, and trends
- Assess support statistics and prepare detailed reports on the findings
- Interview and hiring new employees
- Oversee and evaluate the team's ongoing training efforts
- Deliver performance evaluations and follow the disciplinary process according to company policy
?YOU MIGHT BE A FIT IF:
- A proven track record in support management for a SaaS solution with at least 2 years in a SaaS support environment and 1 year in support management
- Excellent presentation, written and verbal communication skills in English
- The ability to grow and inspire a team of French and American support agents
- Excellent customer relationship and communication skills
- Team player capable of operating and contributing under pressure with lots of energy and excitement
- Have a good knowledge of general technologies used in SaaS products
- You have the ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
- An interest in building online communities is a plus!
?RECRUITMENT PROCESS
- A 30 min phone call with our Talent Manager to better understand your career plan and answer any of your questions
- A 30 min video-call with our Chief Customer Success to go deeper on the job description and and your experience
- A meeting with our Support team
- A final meeting with our Senior Director of Customer Successto review and discuss any remaining question you might have at this stage
?Our recruitment process lasts max 15 working days and we can deliver an offer 48 hours after the final interview
?PERKS - Office & Team Life
- A brand new office in the centre of Paris with a rooftop just for us! Billard, Table football, gym room and even have a karaoke room ! ?
- An international work environment, with an office in Paris, New York and Sydney.FYI, we have more than 30 different nationalities at Hivebrite! ?
- The latest in Apple’s equipment ?
- Check out our instagram page here to discover our team ?
?HIVEBRITE'S BENEFITS
- A competitive salary package (healthcare, commute…)
- A Swile card that you can use for lunch ?
- A flexible remote policy
- Yearly off sites seminary (the last one was in Marrakech)?
- 50% refund of transport costs?
- RTT
If you wish to apply, click on the blue button ?