Customer Support Manager

About the Role

We are looking for a rockstar Customer Support Manager to join our rocket ship and help take our support operation to the next level! As a Customer Support Manager at Aiva, you will be the front line of our business and support the entire customer lifecycle from onboarding new customers, educating existing customers on best practices, helping customers troubleshoot issues, and making sure that our customers are actively engaged and successful in achieving their goals using our platform.

Responsibilities

• Prioritize, manage, and resolve inbound customer support inquiries via chat, email, and phone
• Write and maintain external knowledge base articles to allow our customers to help themselves
• Write and maintain internal knowledge base to allow other team members to save time when solving common customer support inquiries
• Create educational content such as videos and screencasts to help inform customers about new product features and updates
• Consistently deliver a high level of customer satisfaction across a variety of different channels
• Keep an eye out for common customer pain points and complaints, and work with our product and sales teams to find sustainable solutions

Requirements

• 3+ years of experience with customer support for a software as a service (SaaS) product over email, chat, and/or phone
• Experience with a help desk system like Zendesk, Freshdesk, Help Scout, or any other ticketing system is a strong plus
3li>Experience with a live chat system like Intercom, Zopim, Olark, Live Chat is a strong plus
• Experience writing technical documentation, and internal and external knowledge base articles
• Experience recording tutorials, “how to” videos, and screencasts to help educate customers
• Experience with connecting various systems using a system like Zapier
• Strong command of written English, must be able to share a portfolio of writing samples
• Must have experience supporting customers in the USA and/or Canada

Qualifications

• Loves learning and keeping up with the latest online products and technologies
• Enjoys documenting processes and checklists to deliver a consistently high level of support experience
• Eager to work in an entrepreneurial environment and help drive innovation
• Has a skeptical eye of the status quo and is continuously finding ways to improve repeated tasks and processes
• Loves educating customers about various product features and is eager to help customers succeed
• Can be very patient and empathetic to customer needs, and can maintain professional composure in difficult situations
• Has a working understanding of how APIs work and web applications connect with each other
• Is extremely detail-oriented and needs to triple-check everything to eliminate any chance of human error
• Has a strong command of professional written English and can communicate effectively with clients across the United States and Canada
• Has experience supporting SaaS (software as a service) based products via email, chat, and/or phone to customers in the United States and Canada

Nice to Have

• Experience working in Customer Relationship Management (CRM) and/or real estate industries
• Working knowledge of how APIs work

Aiva is the platform of choice for ambitious real estate agents and teams. Our cloud-based service helps real estate agents engage, qualify, and convert real estate leads into customers. Come do the best work of your life here at Aiva.