Customer Relations Manager (Support Team)

4 Months ago • All levels

Customer Service

Job Description

The Customer Relations Manager will be responsible for monitoring online presence across multiple platforms like Facebook, Instagram, Trustpilot, App Store, and Google Play Market. This role involves responding to customer reviews, monitoring trends, and handling dissatisfied customers in accordance with company policy. The manager will also report on daily and weekly activities, propose improvement plans, and collaborate with support, marketing, and development teams to provide excellent customer service. The ideal candidate should be able to work independently, make decisions, and understand the root cause of issues to provide effective solutions. They must also be able to explain complex issues in a way that non-tech-savvy users can understand.

Good To Have:

Experience with SMM
Understanding of social media platforms
Familiarity with Trustpilot and best practices
Genuine interest in wellness (dance, self-care, face yoga, nutrition)

Must Have:

English proficiency (C1-C2) for complex writing
Understand SaaS and subscription services experience
Understanding of how mobile apps work

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Requirements:

English proficiency (C1-C2). Ability to write complex, detailed responses to customers contacting us with billing and technical issues
Understand SaaS, typical pain points associated with this monetization type, and have experience with being subscribed to any subscription service
Understand how mobile apps work (app versions, updates, compatibility with various devices)

Will be a plus:

Experience with SMM
Understand how social media platforms work and how comments are typically handled there
Familiarity with Trustpilot and best practices for handling customer reviews there
Genuine interest in wellness (dance, self-care, face yoga, nutrition)

Responsibilities:

Monitor online presence across multiple platforms: Facebook, Instagram, Trustpilot, App Store, Google Play Market, etc.
Respond to customer reviews, monitor tendencies and handle dissatisfied customers according to company policy
Report on the daily and weekly activities and offer improvement plans
Collaborate with support, marketing, and development teams to provide excellent customer service in a public environment

Soft skills:

Ability to work independently and make decisions on the go based on the internal documentation and the knowledge gained during the onboarding.
Look into the root cause of the issue, seeing not just the words the customer wrote but the meaning behind them.
Have a genuine desire to help people.
Focus on retention and come up with creative ways to make users happy.
Explain complicated issues in a way that non-tech-savvy users can understand.
Keep a clear head in non-standard situations, as some processes aren’t yet set in stone and will be developed on the go.