Customer Support Manager

Summary

As the Customer Support Manager on Nomad, you are a critical representative of the face of the company. You will work closely with an existing 24/7 support team and will provide strategic guidance as well as tactical recommendations for areas of improvement. Your remit is equal parts executional as well as advisory; on a day-to-day basis you will be the bridge between the L1 support team and the core product and engineering teams on Nomad. You will also identify opportunities for improvement and have a guiding hand on all operational matters including scripts, templates, tools, processes, and policies.

Responsibilities

• Monitor SLAs and metrics of customer support team and escalate issues to Product Managers
• Perform monthly random audit of L1 agents’ responses and ensure responses are according to guidelines
• Respond to requests for escalation on Slack and provide guidance to L1 agents
• Bridge communication between L1 agents and engineering and product teams, and ensure that L1 agents’ escalations are answered in a timely fashion
• Regularly review and update internal policies and procedures relating to troubleshooting, escalation, refunds, and FAQs
• Regularly monitor Nomad’s public brand image in the form of app store ratings and written reviews on social media
• Drive problem-solving discussions with connectivity partners when the situation arises
• Conduct regular training sessions to improve L1 agents’ responses and introduce new templates or tools to improve response time and efficiency
• Work with Product Team to understand latest features and updates and cascade to L1 support team in a timely manner

Requirements

• BA in English, or BS in Computer Science / Information Technology.
• Near-native level spoken and written English fluency is a must
• Min. 5  years of experience in Customer Support roles in a B2C business
• Digital native - familiar with smartphone and mobile network technologies
• Customer-oriented thinking and ability to adapt/respond to different types of personalities
• Highly detail-oriented, strong written communication skills in English with experience dealing with English-speaking external parties
• Ability to multi-task supporting multiple product lines
• Work independently, take ownership of problems and be accountable for delivering outcomes.
• Highly motivated in problem-solving with strong analytical and investigative skills.
• Familiarity with customer service SLAs and metrics is key (e.g. ticket aging, MTTR, first reply time)
• Familiarity with Zendesk platform is preferable but not a must.

What we can offer

• Work with an international, A-class team you can learn and grow with
• Remote work setting and flexible working hours
• Competitive compensation package
• Dedicated learning fund to help you develop your career trajectory