CUSTOMER SUPPORT MANAGER

Customer Support Manager - Io is hiring an experienced Customer Support Manager to provide excellent customer support and to promote this idea throughout the organization. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. It is expected to build better procedures and manage the support vendor BPO. What''s Firstbase. IoFirstbase is building an all-in-one Confidential OS to help definesho w founders across the globe launch, manage and grow their businesses. More than twenty thousand founders from over two hundred countries have used our products:Firstbase Start to launch a Confidential, Firstbase Agent and Firstbase Mailroom to manage ongoing compliance, and Firstbase Loop to get access to financial services in one click. We are building the future of Confidential management. Firstbase is backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Confidential, Wise, Plaid, and many other great companies. Why you should joinOur team is dedicated to building products & solving some of the startups'' hardest problems, with particular focus on:Democratizing access to financial infrastructureAutomating tasks every founder faces when running a businessMaking tools and resources more accessible to everyone, everywhereBuilding integrated solutions for founders and removing frictionDelivering opportunity to traditionally overlooked founders and companiesDemocratizing access to knowledgeJoin us on a mission to increase the number of growing companies. Who are we looking forWe are looking for risk-takers with diverse experience able to provide fearless feedback. You will have the following responsibilitiesImprove customer support experience, create engaged customers and facilitate organic growthTake ownership of customers issues and follow problems through to resolutionSet a clear goals and deploy strategies focused towards that goalsDevelop support procedures, policies and standards for internal and external BPO publicKeep accurate records and document customer service actions and discussionsAnalyzestatistics and compile accurate reportsMentor and develop customer support team and nurture an environment where they can excel through encouragement and empowermentControl resources and utilize assets to achieve qualitative and quantitative targetsStay on top of all refunds and disputes casesWork with product with constant feedbacks to improve our productsMaintain an orderly workflow according to prioritiesMinimum requirements3+ years of experience in customer support or customer experienceExperience in providing customer supportExcellent communication skills:Collaborate effectively across internal teams and with external partners. Working knowledge of customer service software Zendesk, databases and toolsHigh integrity and a customer-first mentality; Ability to think strategically and to leadAdvanced troubleshooting and multi-tasking skillsStrong client-facing and communication skillsSelf-starter mindset. Proficiency in EnglishSome perks you might enjoyCompetitive salary & amazing equity packageWe lean on some of the best market data to ensure that we offer the most competitive compensation. Hybrid work environmentWe work both remotely & from our offices in New York City & in São Paulo optimizing for collaboration while providing flexibility to team members. PTO + birthday offWe offer flexibility to allow people to relax and recharge whenever they need it. Build your ideal work setupWe understand thatsho w you work is extremely important, so we provide a stipend to set yourself up for success here at Firstbase. Health benefitsFirstbase offers health insurance reimbursements to both US and international team members. Learning & developmentWe provide a stipend together with resources to help people grow and develop in their careers. Amazing quarterly bonusesEvery team member at Firstbase gets a bonus calculated based on personal KPIs and Confidential growth. If you think you''re unqualified or don''t meet all the requirements for this role, we encourage youpeople who want to build great things. If that''s you, then we''d love to meet.