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Manager, Customer Support

6sense

6sense

Customer Service
Pune, Maharashtra, India
Posted on Thursday, June 13, 2024

Our Mission:

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.

We want 6sense to be the best chapter of your career.

We are seeking a skilled and experienced Customer Support Manager to lead our customer support team. The ideal candidate will be passionate about customer service, highly organized, and capable of managing a team to deliver outstanding support experiences. The Customer Support Manager will play a crucial role in ensuring that our customers receive prompt and effective assistance with their inquiries, concerns, and technical issues.

Role Responsibilities

  • Oversee and manage the daily operations of the customer support team, ensuring that all inquiries are handled promptly and professionally.
  • Develop and implement customer support policies, procedures, and standards to ensure consistent service delivery and customer satisfaction.
  • Train, coach, and mentor customer support representatives to enhance their skills and performance.
  • Monitor and evaluate team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement as needed.
  • Serve as the primary point of contact for escalated customer issues, working closely with other departments to resolve complex problems and ensure customer satisfaction.
  • Collaborate with Product and Engineering teams to provide customer feedback and insights for product improvement and development.
  • Stay up to date on industry trends and best practices in customer support and implement innovative approaches to enhance the customer experience.
  • Handle customer escalations and complaints in a professional and empathetic manner, seeking to resolve issues to the satisfaction of the customer and the company.
  • Establish and maintain a working knowledge of the 6sense product

Preferred Skills & Experience

  • 3+ years of Manager experience required.
  • 5+ years of Customer Support experience required.
  • 3+ years of SaaS experience
  • Customer-service oriented mindset and a problem-solving attitude.
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Demonstrated ability to handle escalated customer inquiries and complaints with professionalism and empathy.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers and team members at all levels of the organization.
  • Ability to work effectively in a fast-paced environment and adapt to changing priorities.
  • Strong problem-solving skills and the ability to make decisions under pressure.
  • Proficiency in customer support software and CRM systems.
  • Knowledge of and experience with SQL.

Our Benefits:

Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.

We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

Equal Opportunity Employer:

6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com.