【TW】Customer Support & Operations Manager
公司名稱: 漸強實驗室 Crescendo Lab Ltd.
Required Qualifications Proven experience in customer success, account management, project management, customer support, or sales operations. A genuine passion for solving customer problems and a customer-first mindset. Exceptional verbal and written communication skills with the ability to adjust tone based on the customer’s needs. A problem-solving mindset with keen attention to detail and a results-driven approach. Demonstrated ability to manage and prioritize multiple tasks in a fast-paced environment. Proficiency with tools like HubSpot, Zendesk, or similar ticketing systems. A collaborative team player with a strong ability to build trust and maintain professionalism. Advanced project management expertise and organizational skills. Extensive experience in technical support or account management. Comfort with providing and receiving constructive feedback. Proven leadership skills in team management, software adoption, and scaling customer support operations. Expertise in operational excellence, including analytical thinking, process development, communication, delegation, and planning. 漸強實驗室的主要產品是 SaaS 平台 Messaging Analytics&Automation Cloud (MAAC)，以及 Conversation Analytics and Automation Cloud (CAAC)，為目前業界領先的 MarTech 解決方案。這兩項產品服務的企業客戶，包含數百家不同產業的知名跨國企業。在漸強你所開發的功能會真正影響到人們，在生活中也常常發現自己開發的功能正在被店家所使用。身為漸強工程團隊的一員，你會參與完整的產品開發週期，不只是交付需求，更可以提供你的想法，來影響產品走向，幫助產品成長。團隊成員都樂於分享且對技術非常有熱誠，主動學習追求各種新技術，每週都有工程討論會議，討論與分享技術大小事。我們擁抱非同步溝通，致力減少不必要的會議並尊重工程師的心流時間。自由透明的文化，可以自己安排工作時間，不受限制的假日天數，最重要的是，漸強追求彈性以及高效的工作環境。We are seeking a proactive and empathetic Customer Support & Operations Manager to join our dynamic team. In this role, you will serve as the primary point of contact for our customers, providing exceptional assistance, resolving issues, and ensuring a seamless experience with our products and services. You will also play a key role in bridging Sales and Customer Success, ensuring seamless communication and operational efficiency.Key Responsibilities Serve as the primary contact for customer inquiries and concerns, providing prompt solutions and escalating complex issues when needed. Troubleshoot and resolve customer issues promptly, ensuring high levels of satisfaction. Manage advanced feature onboarding projects, ensuring timely execution and issue resolution. Understand customer needs and deliver tailored solutions, escalating complex issues when necessary. Build and maintain strong customer relationships through exceptional support and clear communication. Build and nurture strong customer relationships through consistent and exceptional support. Demonstrate a proactive approach in identifying opportunities to improve the overall customer experience. Document SOPs, project details, and support guidelines to maintain consistency and knowledge sharing. Offer timely insights and feedback to the team on recurring customer challenges to improve product offerings and service quality. Collaborate with Sales and Customer Success to align workflows, ensuring alignment with organizational objectives.公司地址:
台灣 臺北市其他:
Preferred Qualifications Experience in Martech, digital marketing, or data-related industries. Knowledge of digital marketing and analytics platforms (e.g., Google Analytics, CRM, CDP). Expertise in operational excellence, including process development and strategic planning. Strong ability to foster cooperation and collaboration across cross-functional teams and organizations, both internally and externally. Experience in building and scaling customer service processes for growing organizations. -2025-01-14