Customer Support Manager (SaaS/Software)

The Customer Support Manager at Bit Zesty takes charge of support operations, ensuring client satisfaction with their live digital products. This involves analyzing issues, providing solutions, and collaborating with cross-functional teams to deliver quality results, all while fostering a positive relationship with clients.

To be considered for the Customer Support Manager role at Bit Zesty, you should have a university degree (1st or upper second class), at least two years of client support experience in digital projects, and a genuine passion for technology. Excellent communication skills and a detail-oriented mindset are also important.

Bit Zesty offers a fully remote work environment, prioritizing work-life balance, autonomy, and flexibility. As a Customer Support Manager, you'll be part of a diverse team and will have the opportunity to work on exciting projects while positively impacting clients' experiences.

Key responsibilities include managing client support requests, collaborating with developers to resolve issues, communicating project timelines and outcomes to clients, and ensuring adherence to quality standards. Additionally, you will document requirements and oversee project boards for smoother operations.

At Bit Zesty, client satisfaction is paramount. The Customer Support Manager is expected to prioritize client requests, manage expectations, and ensure issues are efficiently resolved. By building relationships and communicating clearly, the focus remains on delivering high-quality service that meets client needs.

Employees at Bit Zesty enjoy generous benefits including 25 days of annual leave, contributions towards health and fitness memberships, healthcare cash plans, regular virtual social events, and the flexibility of fully remote work, all aimed at promoting a balanced work-life environment.

Success in the Customer Support Manager role at Bit Zesty hinges on strong communication skills, analytical thinking, organization, and a proactive nature. A genuine interest in client needs and the ability to foster collaboration among team members are also crucial for ensuring project success.

When prioritizing support requests, I assess the urgency and impact of each issue. I always consider client deadlines and the potential consequences of delays on their business. Communication is key; I make sure to keep clients informed about the status of their requests.

Absolutely! At a previous company, I faced a situation where a client's software was malfunctioning during a critical launch. I quickly analyzed the issue, coordinated with the development team, and communicated expectations to the client. Together, we resolved the issue within hours, which saved the launch and strengthened our relationship.

I leverage project management tools to monitor progress against deadlines and facilitate regular check-ins with the team. Clear communication about timelines and immediate reporting of any risks are my priorities to ensure there are no last-minute surprises.

Maintaining strong relationships with clients involves open and honest communication. I regularly check in with clients to update them on progress and any changes in requirements. By being transparent and addressing their concerns promptly, I help build trust and rapport.

Exceptional customer service in tech means understanding the product thoroughly and being able to empathize with clients' challenges. It involves timely responses, extensive product knowledge, and a willingness to go the extra mile to ensure client satisfaction.

I have extensive experience in documenting customer requirements through thorough discussions during discovery calls. I ensure that all requirements are clearly defined and recorded for use by the project and development teams, making project delivery smoother and minimizing misunderstandings.

I approach conflicts by facilitating open discussions where all parties can express their viewpoints. I strive to understand differing opinions and mediate to reach a collaborative solution. Maintaining a focus on our common goal helps resolve each conflict constructively.

Feedback is essential for continuous improvement. I actively seek feedback from clients after support interactions and use it to enhance our processes and help team members grow. It allows us to adapt and improve, ensuring that we consistently meet client expectations.

I ensure quality through rigorous testing processes and collaborating closely with the development team to validate that deliverables align with acceptance criteria. Regular communication with clients contributes to this quality assurance, as it allows for early detection of any discrepancies.

In previous roles, I have used various CRM systems like Zendesk for tracking support tickets and communication, as well as project management tools like Jira to coordinate tasks and deadlines. Familiarity with these tools helps streamline processes and enhance collaboration.