Following our global expansion, we are seeking a talented Customer Service (Assistant) Manager to join our growing B2B team. You will secure world-class support for our customers and make sure the agents have the right tools and knowledge. Working on multiple tasks at a fast pace is business as usual. The ideal candidate is a customer-obsessed, curious problem solver, who wants to exceed expectations and is eager to learn and improve.

What you will be doing

• Managing escalations and suggestions from Customer Service agents.

• Analyzing contact trends to determine top contact drivers and then using root cause analysis to propose solutions.

• Assisting Customer Service agents with technical and knowledge support.

• Day-to-day operations, liaising with Customer Service teams in Europe and Asia.

• Investigating, reproducing, assessing the scale, finding the root cause, and resolving issues connected with the daily operations as well as complicated end-user queries. Working with cross-functional teams to solve customer problems in the short and long term.

• Writing clear, concise documentation and creating flowcharts for internal policies.

• Reviewing concessions policy and keeping the internal knowledge base up-to-date.

• Updating our customer-facing help centre.

• Measuring and improving quality and customer satisfaction scores for contacts handled

• Reducing repeat contact rate/improving first contact resolution rate.

• Identifying opportunities for process improvements through smart use of technology and tools.

• Launching new and innovative channels for customer service including phone, social media, and chat.

Moreover, we would like to see evidence of the following in your profile:

• BA/BS degree, Masters degree is a plus.

• 3+ years of experience in project management, process improvement, quality assessment, learning and development.

• Experience in customer service, especially as a customer service agent is preferred.

• Experience working with B2B customers.

• All candidates should be business-fluent in English.

• Customer obsession in everything you do.

• Ability to adapt, change and grow quickly as we build the organization.

• Excellent organizational and time management skills with great attention to detail.

• Strong client-facing and communication skills.

• Good interpersonal skills to work with people from different cultural backgrounds.