Customer Care Manager, Atlas

• Self-driven, detail oriented and comfortable in a rapidly changing work environment
• Support experience, preferably in B2B SaaS and HR/Employer of Record sector
• Outstanding communication skills
• Autonomous and proactive by nature and can quickly understand the essence and best solution for an incoming issue or service request
• 3+ years of experience delivering frontline customer support. You are skilled at communicating effectively and efficiently with all customers who are seeking your help or advice
• You possess strong leadership and interpersonal skills; ideally, you have experience with leading a (small) team
• You are fluent in English (both verbally and written), with additional languages being a plus. Excellent writing skills are essential to this role
• Ability to quickly assimilate information; with operations across 160+ countries there is a lot to learn at high speed!
• Tech-savvy: you show a demonstrated understanding of common customer support tools such as HubSpot Service Hub, Zendesk, Intercom, Salesforce Service Cloud, or similar
• Empathy: at Atlas, we take a ‘people first’ approach and we expect all team members to live and breath this philosophy. You inspire trust and efficiency wrapped with love and attention to make our customers feel unique
• Resourceful: your communications skills are critical for strengthening the relationships with our customers. You will have contact with users initially through email and tickets, with new channels being planned for future rollout (live chat, call-back, etc.) Your role will require you to listen carefully to the needs of our customer and take a solution-oriented approach to any issue at hand
• Problem-solving: you have a ‘can do!’ attitude. You will work closely with both our Customer Success Team and our Product and Operational teams to ensure speedy resolution of all issues. This requires you to be proficient in articulating issues or requests to all involved stakeholders in a clear and concise manner
• Entrepreneurial spirit: embrace challenges and flexibility, embody resilience, be a solution-oriented problem-solver and creative thinker

Desirable

• You will report to the Director of Customer Support
• Customer Care Manager to join our Customer Care team to join us immediately
• The Customer Care team will handle all incoming customer queries and issues via a ticketing system and other channels in the future
• This team will be the first point of contact for existing clients, as well as their bridge to various other teams in the company: Customer Success, Operations and Product & Technology amongst others, ensuring they receive the expected level of service with the focus on speed and thorough replies that can increase our customers’ trust and overall satisfaction
• As a Customer Care Manager, you will be responsible for helping to solve all kinds of problems for customers around the world, from sign-in issues to operational and billing questions and beyond
• Important to know is that we are still in the process of identifying what Customer Support looks like. You won’t just come in and plug into a well-oiled Support machine. You will be actively engaged in helping us to become exactly that; an efficient and well-functioning team that delivers best-in class customer support!
• As this team grows and scales, we expect the Customer Care Manager to take the lead in training and mentoring new team members (Customer Care Specialists) who will be direct reports
• Team leadership: lead, motivate, coach & develop a team of customer care specialists over time
• Core Customer Service - you master the skills of effective communication, problem solving, customer-centric mindset, and strong cultural awareness
• Investigate and research complex customer requests and identify, solve and/or escalate issues to other specialist areas so they can be resolved as quickly as possible
• Respond to inbound emails and tickets from customers in an efficient and timely manner, ensuring appropriate follow-up to obtain complete customer satisfaction
• Document all interactions and outcomes within the case management software application and ensure that quality standards are met
• Provide timely problem resolution to our customer or redirect cases to the appropriate internal resources, following internally agreed standards and workflows
• Implement strategies to enhance customer loyalty and retention
• In-depth research into necessary resolution by using and interpreting all available company resources
• Initiate status reports to customers when delays occur in responding to an inquiry, as required
• In case of platform related questions and issues, you will work closely with the Product and Development teams to ensure they get the needed customer feedback for bug fixes and product enhancements
• Process improvement: Identify opportunities to streamline workflows and improve efficiency
• Turn customer questions into useful content: articles, how-to videos, and other support materials such as FAQs, user manuals created with Scribe, …
• Contribute to our internal support team resources, including writing canned responses/saved replies, adding to our internal knowledge base, and making suggestions for process improvement
• During down time, you might be asked to support with specific tasks or projects that can include mass-communications to our customers, benefits renewals, ad-hoc reporting, survey sending, etc
• Help lead the rollout of new support channels on future roadmap
• Participate on change management activities related to Customer Support across the team and overall organization
• Reporting on SLAs and KPIs: measuring and improving overall customer satisfaction levels