Customer Support Manager

Intro:
Do you want to be part of a friendly, well-funded, ambitious and fast-growing startup? GroupSpaces is looking for both an exceptional Customer Support Manager and a Community Intern to join us during an exciting time of growth. You will be the first line of contact between GroupSpaces' growing user-base and the company. Working together with the current Community Manager, it will be your responsibility to process user feedback and problems, answer questions, explain and sell the product, encourage the adoption of new features and turn our users into fans! You will also take responsibility for managing larger-scale networks and enterprise accounts, dealing with clients over the phone and through e-mail, and communicating their needs to the development team.

Responsibilities:

• Become our resident product expert! Use it, learn it inside out.

• Creatively and proactively assist our customers by:
  • Responding to incoming e-mails: processing feedback, answering questions, explaining and selling the product and testing and filing bugs.
  • Identifying and engaging advocates, collecting testimonials and managing our super users.
  • Escalating issues, observations, opportunities, and insights to the Community Manager, and providing ideas for product improvement.
  • Helping to write and upkeep the the support section, deciding on what sections need expansion and improvement based on user interaction.
  • Managing users’ feature requests and bug reports, and reporting to the team on what ideas users want to see developed, as well as telling our users all about them with blog posts, e-mail newsletters, tweets and Facebook posts.

• Efficiently assist the GroupSpaces team by:
  • Getting involved in testing and prioritising new features.
  • Reporting feedback, requests, bugs and analysis of trends to the team.
  • Staying up to date with social media and support tools, best practices and how other organizations and companies are using them.

• Professionally and effectively manage our network and enterprise account clients by:
  • Personally taking on responsibility for specific clients and accounts
  • Answering clients questions over the phone and via e-mail
  • Relaying information between the development team, Partnerships Manager and the client.

About You:
We are looking for the kind of people that thrive in a startup environment, those who love taking responsibility for their work, understanding and solving problems and can support their teammates as necessary.

• You are a highly motivated self-starter who can work independently with minimal supervision.
• You are patient, polite and care about making users happy.
• You are eager to learn from others and to share skills with colleagues.
• You are reliable, consistent and hard-working.
• You enjoy the process of writing and creating content for blogs, articles, e-mails and more.
• You have extremely high attention to detail.
• You are a problem-solver and relish the chance to work independently to achieve results.
• You are a natural communicator, and enjoy articulating your point or expressing an idea efficiently, persuasively and fluently.
• You have some basic knowledge of the process of building websites with applications or raw code. You may have even built your own websites in the past.
• You are a native or highly fluent English speaker.
• You have a Bachelors Degree, or impressive qualifications specific to this role.

Extra Credit:

• If you're already using GroupSpaces!
• Active leader or committee member of one or more groups, clubs, societies or other organisations.
• Technical knowledge of building websites with applications or raw code (HTML/CSS/PHP).
• Experience of using Web Apps (e.g. Wordpress, Google Docs, any website builders...)
• Experienced copywriter, especially if in an online marketing/sales environment.
• Customer support/social media or community management experience in an online environment.
• Previous experience in a startup or similarly agile company.

Apply Now!