Senior Customer Support/Onboarding
About Us
Kegmil is revolutionizing the way mission-critical facilities and assets are repaired and maintained via complex systems of people and processes. We are on a mission to empower millions of desk-less field service professionals in Southeast Asia with technology and data to supercharge their operational efficiency and service performance. Our cloud-based, mobile-first software intelligently automates and optimizes field activities for maintenance heroes who keep our world running across industries from elevator to data center equipment servicing. We are a curious and collaborative team that derives purpose and joy from putting our customers at the center of our innovation, helping them to transform and grow their businesses profitably. Our culture also inspires our employees to be their best in an inclusive and supportive environment. We listen to and learn from one another, take ownership and deliver on our promises with grit, resilience and speed to lead the age-old field service industry into the future.
We are seeking a highly driven and experienced Senior Customer Support Onboarding cum Ops Manager to join our team at Kegmil. As a fast-growing B2B SaaS platform company, we are looking for someone who has a proven track record of building and managing a successful customer support team from scratch.
Responsibilities:
- Lead and build a high-performing customer support team from the ground up. (build team)
- Develop and implement strategies to enhance customer onboarding, success, and operations. (implementation)
- Provide expert guidance and support to customers to ensure their success in using our products and services.(ticketing system)
- Resolve escalated customer issues and complaints promptly and effectively.(customer success)
- Collaborate with cross-functional teams to gather customer feedback and identify opportunities for product and service improvements.
- Develop and maintain customer support metrics to track team performance and identify areas for improvement.
- Continuously improve customer support processes and procedures to ensure optimal efficiency and customer satisfaction.
- Stay up-to-date with industry trends and best practices in customer support and bring innovative ideas to the team.
Requirements:
- Bachelor's degree in a relevant field.
- Proven experience (at least X years) in building and managing a customer support team in a B2B SaaS environment or a large-scale product.
- Strong knowledge of customer onboarding, success, and operations strategies.
- Excellent communication and interpersonal skills in English (Chinese is a big plus)
- Ability to inspire and lead a team towards a common goal.
- Analytical mindset and ability to use data to drive decision-making.
- Proactive problem-solving skills and ability to handle challenging situations.
Join our dynamic and ambitious team at Kegmil and play a crucial role in shaping our customer support operations. If you are a results-oriented leader with a passion for customer success and have experience working in the B2B SaaS industry, we would love to hear from you.