Customer Support Manager in Zenedu

Customer Support Manager is the face of the company. You shape its image and reputation. You help customers get new results in life by answering questions and solving business / technical tasks together in chat or during calls. You are a person who exceeds people's expectations in every touch. Creates a wow service. It leaves an unforgettable experience that you want to share. What will you do1. Caring customer support in the chat for any questions. 2. Onboarding and training customers - you will conduct demos of the platform and train customers on how to work with it for maximum value. 3. Customer monitoring - you will monitor how customers use the platform after onboarding and give them recommendations to improve the experience. 4. Knowledge base - you will supplement the knowledge base with new articles on how to use the platform so that most customers can quickly find answers to the questions they are interested in. 5. Analysis and Reporting - You will monitor key product metrics such as customer churn or satisfaction → conduct additional user surveys as needed and suggest improvements to the platform based on this. 6. Process improvement - you will help optimize processes within the company so that customers receive better service and results. What is important to us1. Empathy - you know how to listen and hear customers, put yourself in their place, understand their needs and find the best solutions for their tasks. 2. Ethical - you care about customers, taking into account their feelings and interests. You communicate politely, tell the truth, avoid manipulation and skillfully defuse conflicts. 3. Literacy - you communicate/convers with clients competently, clearly, succinctly and easily, explaining complex things in simple language. 4. Attention to detail - you are a meticulous person who does not tolerate spelling mistakes, inaccuracies in reports and other carelessness in work. 5. Organization - you skillfully manage your time and projects, closing tasks on time. 6. Responsibility - you speak the language of solutions, not problems, and are ready to take responsibility for promises and commitments to the team and customers. 7. Availability - you are always available during business hours to respond to customers within minutes. You have fast internet and a comfortable workplace to conduct video calls with clients. A plus if you have relevant work experience in supporting services similar to ours. What we offer1. Remote work from anywhere in the world in a rapidly growing EdTech startup. 2. Adequate, enthusiastic and ambitious team. 3. Absence of an artificial "ceiling" in the career. 4. The opportunity to be part of a product that people love and that helps change their lives for the better. 5. Working hours: 10:00-19:00 Kyiv time. 6. Income: rate + % for completed KPIs. We discuss the final amount based on the results of the interview. How to respond💬 If what you read above impresses you - write to us in the bot - https://bit.ly/3QihUy3In the message, tell us freely about: yourself, your experience, why you want to become part of the team and believe that you are better suited for this role than others.