Head Of Customer Support İş İlanı
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QUALIFICATIONS AND JOB DESCRIPTION
Insider is a B2B SaaS company with a unique approach to multichannel experience orchestration. Recently, Insider announced its $32 Million Series C funding round by Sequoia. Insider was named the #1 leader on G2’s Mobile Marketing Software and Personalization Grids, with a 4,6/5 rating based 100% on user reviews, 19 quarters in a row. Insider was also named as the #1 Leader in the Forrester Wave for Cross-Channel Campaign Management (CCCM) with the highest overall score among all vendors, with a 5/5 rating in numerous criteria. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US.
Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 800 global businesses, including UNIQLO, Singapore Airlines, Virgin, Toyota, New Balance, IKEA, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, BBVA, Dominos, Avon, and CNN.
Our Partner Success Team consists of people from 31 different nationalities. They are how we thrive. They are our story makers. They are quick learners & problem solvers. They are the master problem solvers, they resolve, they care and they ignite. Each of them is part of harmonious teamwork that follows meaningful goals. They are creative and innovative when it comes to implementing best practices, they are strategists and methodological approachers, have their eyes set to converge on the ultimate goal that is the partners’ success in all of the 25 regions. They are top-notch when it comes to forming relationships and stakeholder management. They are the perfect combination of people-driven and data-driven as they thrive on analytical thinking, analysis, and collaboration simultaneously. They are constant impact makers, constant developers, always eager to climb the steps of their career in this ever-growing multinational environment. We were a company made of 6 tiny desks when we started, so we never forget how important our hard work and dedication are. Until now it has been an inspiring story on our side, so we wanted to let you in on it. The rest? The rest is just this paragraph minimized into some bullet points on what we offer & what we expect. But that’s the thing that makes the difference between storytellers & story makers; the things that grab your soul.
Day in and day out the Head of Customer Support in Insider;
- orchestrates the support team to provide rock star service to our customers,
- improves processes, and coaches the team to achieve and surpass your resolution KPIs,
- works in coordination with our partner development team, and escalates tasks when necessary,
- is mainly responsible for team management & coaching, task resolution KPIs, finding improvement opportunities in the process, and escalation flow to make sure SLAs are met with a high response quality.
We want you to join us while we are taking a step into the future if you;
- have a Bachelor’s Degree in Computer Science or related technical field,
- have a deep experience in implementing customer support technologies, such as Zendesk, Salesforce Service Cloud, contact center platforms, knowledge management platforms, etc.
- have experience identifying, baselining, and tracking KPIs,
- have strong analytical and problem-solving skills,
- have HTML, CSS, JS knowledge as it is a required skill,
- have excellent organizational skills and attention to detail,
- have experience working with technical product team members on new initiatives,
- have excellent time management skills with a proven ability to meet a deadline,
- able to prioritize tasks and delegate them when appropriate,
- are self-motivated, driven individual who takes full ownership of solving problems,
- are able to function well in a high-paced, dynamic, and high growth environment.
While we are conquering the world, we are offering you;
- a chance to work in an international, diverse, and inclusive environment,
- “Tech Talks” with famous and groundbreaking people from the software world,
- to be part of an industry that’s shaping the future of customer experiences. Don't believe us? Just ask Google,
- access and opportunity to gain a limitless network all over the globe
- access to many hard and soft skills pieces of training to help you improve and challenge yourself,
- access to Udemy’s business plan, where you can choose over 10,000 courses to satisfy your hunger for knowledge,
- space to share your skills and even deliver pieces of training and workshops if you wish. Sharing is caring!
- inclusive Private Health Insurance,
- food expenses covered on a monthly basis,
- fun with the occasional team activities!
- No Dress Code!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
