Customer Success Manager

Job Description About Us Volopay is a Y Combinator-backed start-up that combines, corporate cards, bill payments, approvals, expense reimbursements, and accounting automation in one single platform. We empower businesses to manage, grow and succeed with our cross-platform solution that delivers more functionality across financial operations. We are trusted by some of the top investors in the world and are being awarded as one of the most influential fintech start-ups in South East Asia. We are seeking a dedicated and experienced Customer Success Manager - India to ensure exceptional service delivery to our clients. As the Customer Support Manager, you will be responsible for managing client accounts, resolving inquiries through chat, liaising with product and service providers, and building scalable processes for future customer support team members. This role requires strong leadership skills, a customer-centric approach, and the ability to effectively collaborate with internal and external stakeholders. Key Responsibilities: - Client Account Management: Serve as the primary point of contact for designated SaaS and enterprise client accounts, fostering strong relationships and ensuring client satisfaction through timely and effective communication. - Intercom Management: Oversee the Intercom platform to respond to customer inquiries, provide technical support, and address product-related questions or concerns in a timely and professional manner. - Issue Resolution: Work closely with internal teams and external product/service providers to resolve customer queries, troubleshoot technical issues, and ensure timely resolution to maintain high levels of customer satisfaction. - Process Development: Develop and implement efficient and scalable processes for managing customer support inquiries, including ticket management, escalation procedures, and knowledge base documentation. - Team Leadership: Eventually lead, mentor, and coach the customer support team members, providing guidance, feedback, and support to ensure high performance and continuous improvement. - Training and Onboarding: Develop comprehensive training materials and onboarding processes for new customer support team members, facilitating their integration into the team and ensuring alignment with service standards. - Performance Monitoring: Monitor key performance metrics such as revenue growth of existing business. Once there is a team, also to measure response times, resolution rates, and customer satisfaction scores, and take proactive measures to address any areas for improvement. Skills & Qualification - Customer Service Experience: Proven experience in a customer success manager role for a minimum of 3 years, with a track record of delivering exceptional service and building positive customer relationships with experience in Fintech, but not mandatory. - Intercom Expertise: Proficiency in using Intercom or similar customer support platforms to manage and respond to customer inquiries efficiently. - Communication Skills: Excellent communication skills, both written and verbal, with the ability to articulate complex concepts in a clear and concise manner. - Leadership Abilities: Strong leadership and team management skills, with the ability to inspire, and develop team members to achieve their full potential. - Problem-Solving Skills: Strong problem-solving and critical-thinking abilities, with a proactive approach to identifying and resolving customer issues. - Process Orientation: Experience in developing and implementing scalable processes and procedures to optimize customer support operations. - Collaborative Nature: Ability to collaborate effectively with cross-functional teams, including product development, sales, and marketing, to address customer needs and drive customer success. - Flexibility to support the UK market. Benefits: - Competitive salary with performance-based incentives. - Comprehensive benefits package including your health insurance. - Remote work flexibility with a supportive and collaborative team environment. - Opportunities for career advancement and professional development. Our Culture At Volopay, you'll thrive among passionate, talented individuals who bring their energy into everything they do. Our team's diversity is our strength, with musicians, entrepreneurs, athletes, and more contributing their unique talents. Picture a workplace that's not just about work, but about a shared journey. We value your independence and trust you with tasks, encouraging you to take ownership and find innovative solutions. Our culture is rooted in: - Ownership: We believe in freedom with responsibility. You'll naturally take the lead and excel. - Results: We're doers who overcome obstacles with a can-do attitude. - Curiosity: Curious minds thrive here. Wear multiple hats and embrace new challenges. Join our team and lead our customer support efforts to deliver exceptional service and drive customer satisfaction. If you are a proactive problem-solver with a passion for customer success and a desire to make a meaningful impact, we want to hear from you. Apply now to become our Customer Success Manager and play a key role in shaping the future of our customer support operations.