Customer Support Manager - Metro Manila
2 linggo ang nakalipas
Job Summary
As Customer Support Manager at this SaaS company located in San Francisco you will provide timely enterprise-level customer support via email live chat and Zoom video calls troubleshoot platform issues by asking clear targeted questions and replicating reported issues when needed guide users through solutions step-by-step identifying whether issues are technical or related to product understanding train customers in best practices platform usage and advanced features based on their eCommerce stack escalate complex or unresolved issues to engineering teams while keeping customers informed of progress document troubleshooting steps resolutions and internal support resources to help scale operations manage multiple open support tickets track resolutions in HubSpot follow up to ensure customer satisfaction build maintain positive professional relationships with customers.
Qualifications
- Minimum of 2 years experience in technical support IT help desk or SaaS customer success
- Excellent written verbal communication skills in English
- Working knowledge of HTML CSS JavaScript use of tools like ChatGPT for assistance is acceptable
- Experience with eCommerce platforms Shopify WooCommerce experience is a strong advantage
- Familiarity with tools such as HubSpot Asana Zoom
- Understanding of web technologies browser developer tools e.g Inspect Element
- Patient supportive approach ability to explain technical concepts clearly self-motivated comfortable learning new tools workflows independently highly organized attention detail follow-through proactive thinker identifying patterns opportunities process improvement.
Paglalarawan ng trabaho
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