Customer Service Manager, Exclaimer
United States
More information about location
Professional email signature solutions
Job no longer available
Professional email signature solutions
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To provide world-class on-premises and cloud-based email signature software and solutions for Microsoft 365.
Role
Who you are
- At least 2 years’ experience in a Management/Leadership role in a Customer Service environment
- Intermediate to advanced skills in Excel, Word and Outlook
- Attention to detail and numerical accuracy
- Strong communication skills, written and verbal
- Ability to manage competing priorities and deliver to deadlines
- Experience with Salesforce CRM is advantageous
- Fluent/Native in English and a secondary language such as Dutch, German, French, Mandarin
What the job involves
- You will be responsible for the leadership and day to day management of the Exclaimer Desk functions within Customer Operations
- This will include inspiring, motivating, training and challenging the team as well as managing the overall team and their individual performance
- You will act as their first point of escalation for any complex challenges or customer complaints
- A core component to this role is maintaining a high level of quality and attention to detail in team and your own work
- Recruit, hire, train, and mentor a high-performing team of Support Desk Generalists
- Conduct regular performance reviews, provide constructive feedback, and identify areas for professional development
- Foster a positive and collaborative team environment that encourages open communication and knowledge sharing
- Identify training needs for team members and work with Head of Exclaimer Desk to develop personal development plans for all team members
- Provide consistent and relevant feedback for team members taking an active part in the QA process
- Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence
- Oversee the day-to-day operations of the technical support team, ensuring efficient and effective resolution of customer issues
- Develop and implement best practices and standard operating procedures for desk support team
- Monitor key performance indicators (KPIs) such as customer satisfaction, resolution times, and first-response resolution rates
- Analyse customer feedback and identify areas for improvement in product design, documentation, and support processes
- Manage and de-escalate customer conflicts: Effectively handle escalated customer issues, such as complaints, disputes, and strong dissatisfaction. Employ active listening, empathy, and clear communication to calm agitated customers and find mutually agreeable resolutions
- Facilitate internal escalations; Coordinate and communicate effectively with other departments (e.g., technical support, sales, legal) to resolve complex customer issues that require cross-functional collaboration. Act as a liaison between customers and internal teams, ensuring timely and appropriate resolution of escalated matters
- Build and maintain strong relationships with key customers and partners
- Escalate critical customer issues to appropriate internal teams and ensure timely resolution
- Proactively identify and address customer concerns
- Build strong relationships with key stakeholders, including customers, technical teams, and management
- Effectively communicate with stakeholders at all levels, both verbally and in writing
- Manage expectations and resolve conflicts
- At times you will also be asked to support your wider Customer Ops team in areas such as:
- Continuous collaboration with the other teams within Customer Teams
- Consistently look at ways to improve processes and automate where possible
- Reporting To: Lily Blanchet
Our take
Exclaimer is an email signature management platform, capitalising on the fact that despite competition from communication companies like Slack, the majority of businesses still work with traditional email technology like Outlook for internal communications.
With email and intranet systems entrenched in both legacy and startup companies, Exclaimer has a market built into its Microsoft and Google-compatible software. It has also capitalised on the use of personalised signatures and brands for email marketing and data collating, with customers including the likes of Sony, Bank of America, and the BBC.
Exclaimer’s USP is its easy-to-use design tools that allow businesses to create and tailor for team-specific purposes their own footers through a centralised dashboard. With substantial funding awarded in 2020, Exclaimer continues to develop its product suite for the cloud and expand its global footprint, thus keeping up with younger competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2020
$133m
GROWTH EQUITY VC
Dec 2016
$30m
GROWTH EQUITY VC
Total funding: $163m
Company benefits
- Join a fast-growing SaaS company
- Work in an exciting, collaborative environment
- Hybrid/remote working
- Casual dress code
- Flexible Schedule
- Paid Time Off
Company HQ
Farnborough, UK
Leadership
Marco Costa
(CEO, not Founder)Previously Advisory Board Member at Startup Portugal, COO at Talkdesk, CEO at TIMWETECH and Co-Founder at Coimbra Genomics.
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