Support Manager - Senior

Type: Full Time

Location: Remote

Salary: $24,000-30,000 / Year

About Parcel Tracker

Parcel Tracker is at the forefront of next-generation logistics and parcel management software. From a bootstrapped start-up, we’ve grown into a well-funded company, logging over 5 million parcels yearly through our flagship SaaS product. We work with the likes of NASA, Oxford, the US Airforce, Tottenham Hotspur, and many more institutions.

Our mission is simple: it's to power the last yard of every delivery. We are a small, driven team of under 20 people committed to maintaining high talent density and vigorous execution.

Get to know us better:

• https://www.parceltracker.com/post/startup-growth-hack
• https://www.parceltracker.com/post/yc-interview

About the role:

We're seeking a Customer Support and Success Manager who can deliver a five-star hotel experience to our SaaS software customers. You will not only provide top-tier customer support but also lead the onboarding and training of our clients, ensuring they make the most of our software. Your role will be pivotal in making Parcel Tracker the preferred choice for our customers. Your responsibilities will include:

• Deliver Outstanding Customer Support: Manage and resolve customer support requests during your 8-hour shift, ensuring a seamless and exceptional experience.
• Onboard and Train Clients: Lead onboarding sessions and training programs to help clients get the best out of our software.
• Oversee Intercom Platform: Manage the Intercom platform, including reporting and automation, to enhance our support capabilities.
• Develop and Maintain Knowledge-Base: Create and continuously update our knowledge-base to provide customers with easy access to information and solutions.
• Implement AI Tools: Develop and deploy AI tools (using Intercom and OpenAI) for both internal use and customer-facing applications, improving efficiency and service quality.
• Create Standard Operating Procedures (SOPs): Develop SOPs for the internal team to ensure consistent and high-quality support operations.

Become a crucial part of our team and help us elevate the customer experience to new heights!

Requirements

About you:

Parcel Tracker is a small company with a high density of heavy hitters; it takes a particular type of person to fit in;

• You're always pushing yourself to improve and learn. You are an embodiment of the "Growth Mentality"
• You can work independently on the day-to-day and internally driven. But when the time comes, you're a great team player.
• You're a high performer; you'll be expected to execute as if you were in the Special Forces.

Key Experience, Skills, and Knowledge

1. Empathy: Demonstrates the ability to understand and share the feelings of another, essential for addressing customer concerns with compassion and understanding.
2. Proven Track Record: Has successfully owned and driven projects that significantly impacted the business, demonstrating autonomy and accountability in leading initiatives.
3. Excellent Communication Skills: Possesses clear and concise communication abilities, ensuring that customers understand solutions and feel acknowledged.
4. Strong Writing Abilities: Capable of articulating ideas engagingly and clearly through written communication.
5. Problem-Solving Skills: Efficiently diagnoses issues and identifies solutions, crucial for roles in customer support.
6. Patience: Maintains composure and patience when dealing with frustrated, confused, or upset customers, effectively managing each situation with calmness.
7. Technical Proficiency: Has a solid understanding of the technical aspects related to the product or service, which is vital for effectively addressing and resolving customer concerns.

Benefits

• Fully Remote: Work from anywhere, all you need is a stable internet connection and a hunger to make things happen.
• Paid Development & Training: We're a team of special forces, we're always trying to better ourselves, and the Parcel Tracker is here to support your growth!
• Innovation Culture: Everything is fair game; every process, every technology, every notion can be challenged and improved! We want change makers!
• Choose your workspace: Choose your ideal workspace with our budget support—set up your home office or pick a coworking space that suits your style