About the Job
Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? SocialPilot is seeking an experienced Customer Support Associate Manager to join our team and partner with our customers to achieve their social media goals. As a key member of our customer success team, you will play a vital role in helping prospects understand the value of SocialPilot and working with customers to resolve issues, adopt new features, and drive value from our platform.
What You Will Do
As a Customer Support Associate Manager, you will be responsible for:
- Proactively supporting customers with prompt, friendly, and accurate solutions through various channels, including phone, email, chat, and social media
- Troubleshooting technical queries to identify issues and provide complete information and resolution to customers
- Working closely with customers to understand their measures of success and identifying areas for improvement
- Delivering interactive product demonstrations to help customers find value in our product
- Communicating effectively and promptly with cross-functional colleagues to gather inputs required for issue resolution
- Establishing a trusted partner/advisor relationship with customers and driving value from SocialPilot
- Collaborating with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction
- Educating customers on the use of our products or services, guiding them through processes, and troubleshooting steps
- Delivering exceptional customer satisfaction and meeting customer SLAs while updating tickets in a timely manner
What Are You Like
To succeed in this role, you will need to possess:
- 3+ years of experience in customer support or a related field, with a Bachelor's degree or equivalent job-related experience
- Strong communication and interpersonal skills, with the ability to provide timely communications to customers
- Strong analytical skills, with the ability to adapt quickly to new tools and technologies and identify the root cause of problems
- Ability to quickly develop effective working relationships with internal and external contacts
- Understanding of social media channels and connections
- Patience and empathy in dealing with customer concerns
- Ability to handle high-stress situations and remain calm under pressure
About SocialPilot
SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients. We're a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway. Our impact so far includes:
- Helping 12,000+ marketing agencies and SMBs across the globe
- 5 billion+ social media posts published
- One of the fastest-growing SaaS companies in India, as listed by Inc 42
- Ranked as a "Leader" consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
- Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
- Named as the Top 10 Bootstrapped Startups in India
- Consistently ranked as a "Great Product" by G2, Capterra, and TrustRadius
- Officially a Great Place to WorkTM - Certified startup
- Rated by YOUR STORY as the Number 1 social media scheduling tool
What We Believe In
At SocialPilot, we believe in:
- Customer Obsession: We put customers first while making decisions and planning future goals
- Ownership: We believe in taking ownership of areas that we're working on. We own up to our successes and failures. Moving the needle matters more than just busywork
- Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again
- Nimbleness: We respond rapidly to changing circumstances and customer needs
- Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together
Why Join SocialPilot?
We offer a range of benefits and perks, including:
- Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
- No micromanagement: Own up your work and be accountable without the need for close supervision
- Great team: Work with a great team with diverse backgrounds from world-class organizations
- Personal growth: Design a personal learning plan and utilize organizational resources to achieve your goals
- Best in class health and medical benefits
- Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December
- Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
- Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
- Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office
Apply Now
If you're a customer-centric professional with a passion for delivering exceptional support experiences, we want to hear from you! Apply now to join our team and partner with our customers to achieve their social media goals.
Apply Now