Customer Service Manager

hace 3 semanas

Valencia, España sesametime A tiempo completo

Hi, Customer Service Manager

This is Sesame HR and we are looking for the next outstanding hire for our Customer Service team. We want you to be part of building the technology that will take HR management to the next level, and above all, to enjoy the journey with us.

About Sesame HR

Let us introduce ourselves We are an HR software company that optimizes processes related to employee management and centralizes them on one platform. Through a series of tools and automations, we help companies to digitize and simplify the most routine tasks to save time and achieve better results.

Our mission

The HR industry is facing one of the greatest challenges in its history: a society and economy that is changing at breakneck speed. Imagine the position HR teams and executives are in: trying to get on the bandwagon while growing their business and managing growing teams.

Our mission is to help companies, especially growing companies, focus their efforts on taking care of their teams and building a successful corporate culture.

What we expect from you

**For us it is essential that**:
You are highly interested in learning new things, as well as you have a vital need to improve things and consider the current state of the tool.

You are a teamplayer, and you can communicate and express yourself properly

You must be able to adapt to change. We are a startup so... you can expect a lot of curves

As Customer Service Manager

‍ ‍

**it is a must-have**:
5+ years of

Proven management experience in a high strategic level position.

Experience managing teams of, at least, 10 agents

Experience successfully implementing and developing customer support tools in different companies.

Experience in implementing and monitoring all types of Customer Support KPIs.

Fluent in English.

Experience successfully implementing customer support strategies, and being able to demonstrate how they have improved productivity and efficiency.

‍ ‍ What is your role in Sesame?

Your day to day will be the medium and long term management of the Customer Service department.

This department is made up of a team of Product Experts who are the link between customers and the Product department, managing incidents, developments and the most complex cases at product level. And a Technical Support team which manages the first level customer service through Chat, Phone and Mail.

We need this team to scale to the next level. The focuses will be to find a more efficient way to organize the team, choose, hire and implement the right tools (e.g. Aircall, Zendesk, etc.) now everything is through HubSpot. Automate processes, selection processes, training and work with the training team to create manuals, videos, etc. to help customers.

All the technical part related between customer and product is managed from this Customer Service department. Objectives: NPS and CSAT in first level and NRR of the department (Churn and Upselling) in second level as they will not work directly on actions or tasks related to revenue, but will impact on its variable.

For the short term you will have a Team leader who will manage the team on a day to day basis and you will focus on the medium and long term development of the department together with the Customer Success Director.

**Start up of the department in different markets**: Mexico is already up and running but we are opening Brazil, Europe,

And the best part of the challenge is that you won't be alone you will be working with a great Sales team: inbound, outbound, customer support...

Sounds good? This is the first step

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