Customer Experience Manager, SourceWhale

• Customer Success or Technical Support experience the SaaS space
• Experience working with various CRM platforms
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
• Strong listening and problem solving skills
• Ability to work with multiple ongoing priorities and live projects
• Ability to work cross-functionally with distributed remote teams in a startup environment
• Driven and proactive approach with a strong willingness to learn
• We still encourage you to apply even if you feel like you don’t meet all the criteria as you may be a match for this or other roles here at SourceWhale!

Desirable

• As our Customer Experience Manager, you'll be at the centre of driving the overall experience of our customer base with a focus on reactive technical support. Our Experience team is creative in finding new ways to drive the adoption and success of our users
• Reporting directly into the Global Experience Team Lead based in the US, this is an opportunity to join a team with a clear remit and investment, based on a mutual goal, our clients success with SourceWhale!
• Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles
• Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users
• Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner
• Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements
• Continuously and proactively expand your knowledge of our products and services to better drive customer success
• Creating and updating quality educational content like intercom articles and FAQs to support automated customer support and share best practices