Summary

As the Customer Support Manager on Nomad, you are a critical representative of the face of the company. You will work closely with an existing 24/7 support team and will provide strategic guidance as well as tactical recommendations for areas of improvement. Your remit is equal parts executional as well as advisory; on a day-to-day basis you will be the bridge between the L1 support team and the core product and engineering teams on Nomad. You will also identify opportunities for improvement and have a guiding hand on all operational matters including scripts, templates, tools, processes, and policies.

 

Responsibilities

Monitor SLAs and metrics of customer support team and escalate issues to Product ManagersPerform monthly random audit of L1 agents’ responses and ensure responses are according to guidelinesRespond to requests for escalation on Slack and provide guidance to L1 agentsBridge communication between L1 agents and engineering and product teams, and ensure that L1 agents’ escalations are answered in a timely fashionRegularly review and update internal policies and procedures relating to troubleshooting, escalation, refunds, and FAQsRegularly monitor Nomad’s public brand image in the form of app store ratings and written reviews on social mediaDrive problem-solving discussions with connectivity partners when the situation arisesConduct regular training sessions to improve L1 agents’ responses and introduce new templates or tools to improve response time and efficiencyWork with Product Team to understand latest features and updates and cascade to L1 support team in a timely manner

 

Requirements

BA in English, or BS in Computer Science / Information Technology. Near-native level spoken and written English fluency is a mustMin. 5  years of experience in Customer Support roles in a B2C businessDigital native - familiar with smartphone and mobile network technologiesCustomer-oriented thinking and ability to adapt/respond to different types of personalitiesHighly detail-oriented, strong written communication skills in English with experience dealing with English-speaking external partiesAbility to multi-task supporting multiple product linesWork independently, take ownership of problems and be accountable for delivering outcomes.Highly motivated in problem-solving with strong analytical and investigative skills.Familiarity with customer service SLAs and metrics is key (e.g. ticket aging, MTTR, first reply time)Familiarity with Zendesk platform is preferable but not a must.

 

What we can offer

Work with an international, A-class team you can learn and grow withRemote work setting and flexible working hoursCompetitive compensation packageDedicated learning fund to help you develop your career trajectory