Customer Support Manager (with B2B SAAS experience) - 0059

About Pearl:

Pearl connects top talent from around the world with US and EU-based startups that care about finding sharp and hungry talent that they can grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers who are looking to make full-time hires they can continuously mentor and promote.

Note: Please avoid submitting multiple applications; you may request assistance to be re-profiled for a different job opening. If you have an ongoing application, please ask for updates from the team handling your application.

Role: Customer Support Manager

Working Schedule: Full Time | 40 hours per week | Monday to Friday, PH hours and must be open to weekend work schedule
Type of Contract: Independent Contractor
Salary: up to 1,700 USD per month (depending upon skills and experience)

About the job:

We seek a proactive and dedicated Customer Support Manager to join our dynamic team. In this role, you will be our clients' primary point of contact, ensuring they achieve their desired outcomes while using our platform. You will work closely with our Sales, Product, and Support teams to enhance customer satisfaction and retention.

Duties and Responsibilities:

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our platform.
• Relationship Management: Develop and maintain strong relationships with clients, understanding their needs and goals to provide tailored solutions.
• Product Training: Conduct training sessions and workshops to help customers maximize the value of our platform.
• Customer Support: Address and resolve customer inquiries and issues promptly, escalating to technical teams when necessary.
• Proactive Engagement: Regularly check in with customers to monitor their usage and satisfaction, identifying opportunities for upselling and cross-selling.
• Feedback Loop: Gather customer feedback and insights to share with the product team, contributing to ongoing improvements and new features.
• Renewals and Retention: Work to ensure customer renewals and reduce churn by demonstrating the value and ROI of our platform

Requirements

• Experience: 2+ years in Customer Support, Operations, or a related role, preferably in tech or SaaS.
• Communication: Excellent verbal and written skills, presenting clear and complex information.
• Problem-Solving: Strong analytical skills and proactive in resolving issues.
• Customer Focus: Passionate about helping customers succeed with a customer-centric mindset.
• Technical Aptitude: Comfortable with technology and quick to learn and explain software products.
• Organization: Highly organized and able to manage multiple tasks and priorities effectively.

Benefits

• Culture: Emphasis on fostering an open and collaborative team environment, where individuals are encouraged to share ideas, collaborate on projects, and support each other's professional growth and success
• Growth Opportunities: Providing avenues for career progression and development, potential to advance into leadership roles.
• Perks & Bonuses: Performance-based incentives and bonuses to reward exceptional contributions and motivate team members to achieve their goals.
• Holiday & PTO: Provides paid time off (PTO) credits, ensuring a healthy work-life balance.