Customer Support Manager

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

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

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

• Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
• Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.
• Website: www.lotusflare.com
• LinkedIn: https://www.linkedin.com/company/lotusflare
• Instagram: https://www.instagram.com/lifeatlotusflare/ 
• Twitter: https://twitter.com/lotus_flare