[Hiring] Customer Support Sr Manager @Koronet

Role Description

As a Customer Support Sr Manager, you will:

• Lead and Manage the Customer Support Team:
  • Provide leadership and direction to the customer support team.
  • Foster a customer-centric culture and ensure a high level of customer satisfaction.
• Strategic Planning:
  • Develop and execute strategies to enhance customer support operations.
  • Collaborate with other departments to align customer support with overall business goals.
• Bilingual Expertise:
  • Fluency in both English and Spanish is essential.
  • Effectively communicate with customers and team members in both languages.
• Industry Experience:
  • Proven experience in the SaaS industry.
  • Background in industries where Customer Support is strategic and aspirational.
• Model Familiarity:
  • Experience in industries with a usage-based model and subscription-based model.
  • Understand the nuances and challenges associated with these models.
• CRM and Automation Experience:
  • Proficient in CRMs Service Modules, ideally Salesforce.
  • Experience with automation tools and processes to streamline support operations.
• Performance Metrics:
  • Establish and monitor key performance indicators (KPIs) for the customer support team.
  • Implement continuous improvement initiatives to enhance support efficiency.
• Team Development:
  • Recruit, train, and develop customer support team members.
  • Foster a positive and collaborative work environment.

Qualifications

• Bachelor's degree in a relevant field; additional certifications are a plus.
• Minimum of 4 years of experience in customer support.
• At least 2 years of experience in a leadership role within customer support.
• Strong understanding of SaaS and industries with strategic customer support.
• Bilingual proficiency in English and Spanish.
• Experience in usage-based and subscription-based models.
• Experience with CRMs Service Modules, ideally Salesforce.
• Familiarity with automation tools and processes.
• Excellent communication and interpersonal skills.
• Strategic thinker with the ability to drive results.

Benefits

• An independent, flexible, and versatile role within a fast-growing international organization.
• Flexible / Remote working environment.
• Encouragement of continuous learning and professional growth.

Company Description

Koronet is the leading vertical SaaS, B2B e-commerce, and payments software company for the over $50 Billion global B2B floral industry. Our solution consists of an inventory and operations management SaaS solution and an e-commerce network that enables end-to-end transactions through the B2B supply chain. We are a fast-growing company backed by a leading growth equity fund, fueling our expansion across North America and Europe through both organic growth and acquisitions.