Customer Service Team Manager, Merit
$126.4-162.8k
Identity verification platform
Job no longer available
Identity verification platform
201-500 employees
Job no longer available
$126.4-162.8k
201-500 employees
Company mission
To be a clearinghouse for verified identity, bringing visibility, liquidity, and trust to people-data.
Role
Who you are
- 5+ years experience in a Customer, Technical, Management, and/or Sales Support role
- Experience with automation systems: Zapier, ITTT, Automate.io, Power Automate
- Proficiency in a CRM such as Hubspot, Salesforce, Zendesk, or other
- Proficiency in either Google Sheets, Excel, or both
- Ability to multitask effectively and follow through on tasks
- Technical training on integrated web applications
- Excellent communication skills, both written and verbal. Adept at communicating benefits and managing conflict where it arises
- Highly motivated, values-driven Customer Service team player with high energy, and enthusiasm
- Demonstrated success in consistently delivering against short and long term objectives
- Excellent collaboration skills and ability to communicate cross-functionally
- Detail and data-oriented with proven ability to drive multiple projects forward simultaneously
- Availability 5:30am - 11:30pm Eastern and/or Western (Rotating)
- Willingness and ability to work a modified week or rotating on-call weekends
- Willingness and ability to travel to conferences as needed
- Ability to thrive in a fast-paced start-up environment
- Active Listening
- Positive Vocabulary
- Managing Ambiguity
- Creative Problem Solving
- Time Management
- Follow-up Questioning
What the job involves
- As a Customer Service Team Manager, you will manage a customer-obsessed team in meeting the needs of our customer base
- You will contribute to standard customer service managing tasks, including training new team members to answer and troubleshoot technical questions from the team and the users and developers they support
- In addition, you will focus on creating and maintaining the data connections and tools required for the customer service team to address customer needs quickly and with context
- You will work closely with the Head of Customer Success to ensure that Customer Service tools and processes adapt to product changes and continue to provide our customers with the best possible support
- Take ownership of customer service team issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused toward that mission
- Develop support procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Mentor and develop customer service specialists and nurture an environment where they can excel through encouragement and empowerment
- Apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
- Problem-solving efficiently with customers through different communication channels such as email, text, phone, live chat, video calls, and messenger apps
- Contribute technical knowledge and perspective to the customer service team and drive diagnosis and trouble-shooting for technical support and user issues
- Create, maintain, and monitor data connections between Merit systems
- Own communication between Customer Service, data, and engineering teams for technical bugs, upcoming changes, and any other issues
- Contribute to a customer-obsessed team and company-wide culture that empowers customers, members, and partners to maximize the value they derive from Merit in a repeatable and scalable way
- Describe all functions, features, and details of our products and services to our customers
- Maintain assigned tickets in a standard support workflow
- Analyze and report product malfunctions
- Maintain communication with multidisciplinary teams to ensure correct paths are available for the escalation of incoming inquiries
- Support maintenance of a documented knowledge base to meet internal and customer needs and to steadily improve the standardization and efficiency of our support function
- Represent the voice of our customer base and bring useful insights to help our teams better understand how our customers experience our products and services
- Help us establish our reputation as a company that offers excellent customer service
Our take
Verifying identity is a process currently disjointed, with paper solutions prone to error, and digital credentials operating across various and sometimes non-interoperable platforms that may struggle to incorporate legacy systems. Merit offers an identity verification platform that aims to resolve these issues and bridge these gaps.
The platform offers digital ‘merits’ that correspond to truth statements about people, and can be applied as verifications across a huge number of verticals. It has, for example, seen recent success logging employee hours with the Florida Division of Emergency Management, and providing course credentials with disinfectant supplier BARBICIDE. If it can parlay these disparate applications into broader uptake, they could gain real momentum.
More than 2,000 private, state, and municipal organizations are already relying on Merit's platform. The company have recently raised impressive funding from strong investors, and will be using this capital to expand into new business lines and use cases.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jan 2022
$50m
SERIES B
Sep 2019
$15.1m
SERIES A
Total funding: $78.5m
Company benefits
- Six months of maternity, paternity, and adoptive leave with 100% pay. And if you need time to care for a sick family member, we'll support you
- Get equity and participate in our flexible policies around exercising options
- We offer fully paid health, dental, vision, life, and short-term disability insurance benefits for all employees and their families
- Work from anywhere
- Unlimited PTO & sick days, plus 14 paid holidays
- We’re building Merit’s culture very deliberately. Ask us about our values!
Company HQ
Heritage District, Sunnyvale, CA
Leadership
Jacob Orrin
(COO)Was a Business Manager at Yavneh Day School. For 4 years worked as a Youth Advisor to Congregation Sinai. Consulted Management and Sales at Confidential. Co-founded Your Logo Here. Worked at Quixey for over 4 years, leaving as VP of Partnerships.
Tomer Kagan
(CEO)Was a Board Member of The Machine Intelligence Research Institute. Was a Mentor with UpWest Labs for 4 years. Was CEO of Quixey for over 6 years.
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