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Customer Service Support Manager
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#343629
Full Time
Job Description
Job Description: Customer Support Manager
Open for US Shift
About Plateron:
Plateron is a fast-growing SaaS platform that helps restaurants manage their operations more efficiently. Our platform streamlines tasks such as order management, inventory management, and staff scheduling, enabling restaurant owners to focus on what they do best - providing great food and service to their customers.
Plateron is creating a simple, single-solution hospitality & retail management platform. The Plateron team has vast experience deploying comprehensive solutions in various industries including automotive sales, service and manufacturing, financial services, and retail management, and with the Plateron platform, the team aims to support industries like the restaurant sector, to transform guest experiences as well as accelerate significant growth and operational efficiencies in participating retailers.
Job Description: Customer Support Manager
At Plateron, we are building the first truly integrated retail management platform, starting with the restaurant and hospitality industry. We are creating a seamless experience with an intuitive interface for users, and with the most advanced technology under the hood, to delight both restaurant guests and operators. We are applying decades of experience in the retail, payments, and technology sectors to enable one of the most important industries in the world to operate with more customer orientation, easier-to-use tools, and more powerful data insights than ever before.
We are looking for a motivated and experienced Customer Support Manager to lead and develop our Customer Support team. The Customer Support Manager will be responsible for driving superior customer support to business clients through engaged day-to-day management, maintaining policies & procedures, and managing our service level goals. You will be up to date on industry products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have excellent communication skills, and be a role model and mentor to staff.
Customer Support Manager Responsibilities:
• Managing the customer support team’s day-to-day functions.
• Establishing a deep understanding of how to help our customers through hands-on customer support work; translating these insights into scalable customer support procedures and policies.
• Responding to escalated customer support issues.
• Implementing continuous improvement to customer support processes to enhance customer satisfaction.
• Staying on top of all latest information related to products, procedures, and trends, and informing relevant team members of these updates.
• Assessing customer support metrics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Managing the budget of the customer support team.
Customer Support Manager Requirements:
• 5+ years of experience in customer support and/or sales.
• Proven experience as a customer support specialist, preferably within a high-touch technology customer support environment.
• Prior experience in a managerial or supervisory role will be advantageous.
• Top-notch oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our values of hungry, empathetic, authentic, team-first.
Perks and Benefits
• Competitive compensation and generous, early-stage stock options
• Top-of-the-line medical, dental and vision coverage
• Unlimited PTO and other benefits
• The opportunity to work on a small, growing team that is hungry to bring positive change to the restaurant industry.
• Work with the latest and coolest technologies – our entire platform is home-grown and built from the ground up, and we partner with the strongest hardware and integration partners in the industry.
• A transparent culture focused on mutual support, empowerment, and coaching.
Plateron is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), ****** orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
Open for US Shift
About Plateron:
Plateron is a fast-growing SaaS platform that helps restaurants manage their operations more efficiently. Our platform streamlines tasks such as order management, inventory management, and staff scheduling, enabling restaurant owners to focus on what they do best - providing great food and service to their customers.
Plateron is creating a simple, single-solution hospitality & retail management platform. The Plateron team has vast experience deploying comprehensive solutions in various industries including automotive sales, service and manufacturing, financial services, and retail management, and with the Plateron platform, the team aims to support industries like the restaurant sector, to transform guest experiences as well as accelerate significant growth and operational efficiencies in participating retailers.
Job Description: Customer Support Manager
At Plateron, we are building the first truly integrated retail management platform, starting with the restaurant and hospitality industry. We are creating a seamless experience with an intuitive interface for users, and with the most advanced technology under the hood, to delight both restaurant guests and operators. We are applying decades of experience in the retail, payments, and technology sectors to enable one of the most important industries in the world to operate with more customer orientation, easier-to-use tools, and more powerful data insights than ever before.
We are looking for a motivated and experienced Customer Support Manager to lead and develop our Customer Support team. The Customer Support Manager will be responsible for driving superior customer support to business clients through engaged day-to-day management, maintaining policies & procedures, and managing our service level goals. You will be up to date on industry products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have excellent communication skills, and be a role model and mentor to staff.
Customer Support Manager Responsibilities:
• Managing the customer support team’s day-to-day functions.
• Establishing a deep understanding of how to help our customers through hands-on customer support work; translating these insights into scalable customer support procedures and policies.
• Responding to escalated customer support issues.
• Implementing continuous improvement to customer support processes to enhance customer satisfaction.
• Staying on top of all latest information related to products, procedures, and trends, and informing relevant team members of these updates.
• Assessing customer support metrics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Managing the budget of the customer support team.
Customer Support Manager Requirements:
• 5+ years of experience in customer support and/or sales.
• Proven experience as a customer support specialist, preferably within a high-touch technology customer support environment.
• Prior experience in a managerial or supervisory role will be advantageous.
• Top-notch oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our values of hungry, empathetic, authentic, team-first.
Perks and Benefits
• Competitive compensation and generous, early-stage stock options
• Top-of-the-line medical, dental and vision coverage
• Unlimited PTO and other benefits
• The opportunity to work on a small, growing team that is hungry to bring positive change to the restaurant industry.
• Work with the latest and coolest technologies – our entire platform is home-grown and built from the ground up, and we partner with the strongest hardware and integration partners in the industry.
• A transparent culture focused on mutual support, empowerment, and coaching.
Plateron is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), ****** orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
