Product Support Manager - US Shift

SocialPilot is looking for a Manager, Customer Support and Success to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.

Your primary responsibility will involve direct interaction with our current customers, offering technical support to ensure satisfaction and foster retention. 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

• Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including phone, email, chat, and social media)
• Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers
• Work closely with customers to understand their measures of success and identify areas for improvement
• Deliver interactive product demonstrations to help the user find value in the product
• Communicate effectively and promptly with cross-functional colleagues to gather inputs required for issue resolution.
• Establish a trusted partner/advisor relationship with customers and drive value with SocialPilot
• Going beyond the miles to assist customers
• Collaborate with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction.
• Educate customers on the use of products or services, guiding them through processes and troubleshooting steps.
• Delivering Customer Satisfaction

What Are You Like

• 7+ years of experience in SaaS product support and customer success
• Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important
• Strong technical skills to understand and identify the technical problems and resolving them 
• Strong analytical skills - ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem
• Develop a proactive approach to establish a “best-in-class” support services experience to continuously improve customer engagement and satisfaction.
• Meeting the customer’s SLAs and CSAT
• Understanding of social media channels and connections
• Experience in global tools like JIRA, CRMs, etc
• Preferably knowledge of social media channels and updates, API integrations
• Ability to handle high-stress situations and remain calm under pressure
• Experience in leading a team and maintaining KPIs
• Ability to quickly develop effective working relationships with internal and external contacts
• Know-how of customer market working conditions
• Excellent managerial, communication and consultancy skills

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 high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

SocialPilot is nominated as one 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 42
• Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
• Nominated 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 TrustRadius
• Officially 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 goals
• Ownership: 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 organizations
• Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.