Manager - Customer Support (US Shift)

SocialPilot is looking for an Manager-Customer support(US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.

As a part of the customer success team, you will help prospects in understanding if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.

Location : Remote

What you will do

• Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
• Act as an escalation point for complex customer issues and ensure timely resolution
• Monitor team performance, KPIs, SLAs, CSAT, and quality metrics
• Develop, document and improve support processes, workflows, and knowledge base.
• Collaborate with Product, Engineering, and other internal ...