Customer Service Manager – Digital Marketing Platform

We are a dynamic and innovative digital marketing platform dedicated to empowering business owners through cutting-edge technology and marketing strategies. Our mission is to streamline the digital marketing process, making it accessible, efficient, and effective for businesses of all sizes. As we continue to grow, we are looking for a Customer Service Manager to join our team and play a crucial role in enhancing our customer support and satisfaction levels.

Job Title: Customer Service Manager – Digital Marketing Platform
Location: Remote
Type: Full-Time
Hours: US Business Hours
Position Duration: Long-Term

Job Overview:
As a Customer Service Manager, you will be the backbone of our customer support, ensuring that our clients have an exceptional experience with our software. Your role will involve creating and implementing Standard Operating Procedures (SOPs) for customer service, managing support issues through project management, liaising with the development team to resolve software issues, conducting software testing, and developing comprehensive training materials. You will be directly interacting with our customers through phone, chat, social networks, our customer service portal, and email, providing support, troubleshooting issues, and educating them on digital marketing best practices.

Key Responsibilities:
*Develop, implement, and continuously improve SOPs for customer service to ensure efficiency and effectiveness in support delivery.
*Manage and track support issues, collaborating with the development team to prioritize and resolve software problems.
*Conduct thorough software testing to identify and document bugs for resolution.
*Create engaging and informative training materials for both customers and internal team members on using our platform and digital marketing strategies.
*Provide exceptional support to business owners using our platform, including troubleshooting, website updates, and guidance on digital marketing.
*Engage with customers through various channels including phone, chat, social networks, our customer service portal, and email.
*Monitor customer satisfaction and work on strategies to enhance the customer experience with our software.

Required Qualifications:
*Proven experience in customer support, ideally with a focus on supporting business owners and tech products.
*Background in digital marketing, with knowledge of social media platforms, Google Business Profile, and basic WordPress skills.
*Strong project management skills with the ability to manage and resolve support issues efficiently.
*Excellent communication skills, both written and verbal, with the ability to create clear and concise training materials.
*A problem-solver mindset with a passion for helping customers and improving product experience.
*Ability to work US business hours in a remote setting.

Why Join Us?
*Be part of a forward-thinking company that values innovation and continuous improvement.
*Work in a role that offers variety, challenges, and the opportunity to make a significant impact on customer satisfaction and product success.
*Enjoy the flexibility of remote work while being part of a supportive and collaborative team environment.

How to Apply:
Please submit your resume along with a cover letter explaining why you are the perfect fit for this role and your experience with customer support and digital marketing. We look forward to hearing from you and potentially welcoming you to our team!