Customer Support Manager

About the role:

As a Customer Support Manager you will be working with Profitero+ customers to help them with product questions and ensure their success with Profitero+. You will play a critical role in the company and be responsible for fielding technical questions and solving unique problems and requests.

What you'll do:

• Act as the voice of clients to convey insights / interpretations of clients’ requests to the product and engineering teams and provide assessments in order to collaborate with the internal teams to work out the best way to address clients’ demands.
• Field technical issues from Profitero+ clients.
• Be an expert in Profitero+ data maintenance processes and Profitero+’s eCommerce platform
• Solve for unique problems and requests and provide guidance to clients on how best to organize and maintain their data.
• Monitor Zendesk queue and ensure timely actioning of tickets

Who you are:

• You have strong client facing experience or up to 3 years of experience
• You have experience working with ticketing systems such as Zendesk or Jira
• You have strong analytical and troubleshooting skills
• You are resourceful with a problem-solving aptitude
• You have strong critical thinking skills used to solve complex data accuracy problems
• You have excellent client communication skills
• You are an intermediate level in Excel or higher
• Fluency in business English both written and verbal is a Must
• Fluency in business Japanese both written and verbal is value-added

What you’re good at:

• Client communication and handling escalations to restore client’s trust
• Handling client calls in high stress situations and providing expert solutions
• Solving problems and prioritizing
• Excel
• Technical troubleshooting

Why you want to work at Profitero+:

Profitero+ cares about its employees. As a company we feel that as our employees are always going the extra mile, so should we. That’s why we offer fantastic benefit packages to our employees, including:

• Smart, genuine and cool people work here
• Hands-on on-job training to enable your fastest career growth
• Fast business growth provides you with opportunities in handling multiple roles / assignments that enrich your working experience that continue adding value to your career development
• Access to Personal Learning Development Library
• Working location is in Shanghai but you can work from home remotely
• 15 days annual leave days on top of China public holidays