Role overview

Qualifications

8+ years of experience in customer support within a B2B SaaS company
3+ years of experience managing or leading a customer support team
Excellent written and verbal English communication skills
Hands-on experience handling customer support via emails, chats, and calls with familiarity with ticket management, escalation handling, and CSAT metrics

Responsibilities

Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
Act as escalation point for complex customer issues and ensure timely resolution; monitor KPIs, SLAs, CSAT, and quality metrics
Develop, document, and improve support processes, workflows, and knowledge base; collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback
Ability to work as an individual contributor (IC) to handle support tickets and calls

Key facts

Remote from: India, United States
Full time
Senior (5-10 years)
Customer Service Manager
English

Hard skills

Business Support Systems Escalation Management Cross-Functional Collaboration Engineering Documentation Knowledge Base Support Engineering Standards Organization Shift Scheduling Client Services Help Desk Support Social Media Management Small Business Marketing Customer Centricity

Other skills

People Management
Accountability
Adaptability
Communication
Resilience
Teamwork
Time Management
Problem Solving

About the company

SocialPilot

Information Technology & Services

SocialPilot is a powerful social media suite for marketing agencies, small and medium businesses, creators, professionals, and any individuals who want to increase their social media presence effectively. SocialPilot offers you easy-to-use yet advanced functionalities to take your business to the next level in social media management. With its dynamic features like Bulk Scheduling, AI Assistant, and Content Library, it makes your social media management effortless, reliable, and seamless. It was founded by Jimit Bagadiya and Tejas Mehta in 2014 to increase the efficiency of social media marketing. The ultimate goal of social media marketing is to generate engagement with targeted audiences and reach out to new customers. But, it’s all in vain if you are not able to be active on social media. It’s necessary to keep sharing interesting content about your industry and products & services on your social media profiles to get engagement. This is the whole idea behind developing a social media sharing and scheduling tool- "SocialPilot"

Company details

IndustryInformation Technology & Services

Company size51 - 200

Links

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Job description

SocialPilot is looking for an Manager-Customer support(US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.
As a part of the customer success team, you will help prospects in understanding if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.

Location: Remote

What you will do

Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
Act as an escalation point for complex customer issues and ensure timely resolution
Monitor team performance, KPIs, SLAs, CSAT, and quality metrics
Develop, document and improve support processes, workflows, and knowledge base.
Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback
Should be able to work as an IC to handle support tickets and calls

What are you like:

8 years of experience in customer support within a B2B SaaS company
Excellent written and verbal English communication skills (mandatory)
3+ years of experience managing or leading a customer support team
Hands-on experience handling customer support via emails, chats, and calls
Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
Experience with ticket management, escalation handling, and customer satisfaction metrics
Ability to work independently and manage teams during the night shift

About SocialPilot

SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.We’re a highgrowth bootstrapped B2B SaaS company with healthy profitability and a solid runway.SocialPilot is nominated asone of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far

Helped 12,000+ marketing agencies and SMBs across the globe.
5 billion+ social media posts published
One of the fastest-growing SaaS companies in India as listed by
Inc 42Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and Trust
RadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
Named as the Top 10 Bootstrapped Startups in India
Consistently ranked as a “Great Product” consistently by G2, Capterra, and Trust
RadiusOfficially a Great Place to WorkTM - Certified startup
Rated by YOUR STORY as the Number 1 social media scheduling tool

What We Believe In

Customer Obsession: We put customers first while making decisions and planning future goalsOwnership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork.
Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
Nimbleness: We respond rapidly to changing circumstances and customer needs.
Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.

Why join SocialPilot?

Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
No micromanagement: Own up your work and be accountable without the need for close supervision.
Great team: Work with a great team with diverse backgrounds from world-class organizationsPersonal growth:
Design a personal learning plan and utilize organizational resources to achieve the goals.Best in class health and medical benefits.
Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December.
Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office.