Customer Support Manager
Feedbackly is looking for a positive and solution-oriented Customer Support Manager to join our growing team. Please note that this particular role requires fluent Finnish in spoken and written language.
Job description
Please note that this particular role requires fluent Finnish in spoken and written language.
Feedbackly is one of the leading SaaS solutions for omnichannel Customer Experience measurement, offering the best Emotional Experience ecosystem that also provides next-level solutions for leading growth through CX. As we build the world’s only software that turns CX into sales and customer loyalty through emotional understanding, our vision is to revolutionize customer experiences on a global level.
As we grow both within the existing customer base and new logo customers, we also need team members to deliver on customer expectations and help them out with their day-to-day. Our Customer Success team is primarily responsible for helping new customers get onboarded and quickly find value with their Feedbackly account. In addition, the Customer Success team works with existing customers to ensure they’re optimizing Feedbackly to achieve their business goals with our Customer Experience solution. We operate at a global level with team members across the world, and this person would join the team at our HQ in Helsinki, Finland. If you enjoy interacting with customers and helping them solve their issues while exceeding their expectations, we are looking for you!
Our team consists of 1st-level customer support in Finland and Mexico, as well as 2nd-level Technical Support in Finland. We have over 3000 active users on a global level and provide customer support by chat, email, and telephone. Our customer support operations are the backbone of our operations, as it provides our team with the best knowledge and insight into what our customers wish to see in our product and service. As the customer base continues to grow we need more hands on deck to offer the best quality support to our customers.
As a Support Manager, we will build a personal development plan together when you join the team. Your area of responsibility would be our customer support channels (phone, email, chat, help center) which you coordinate and give our customers the first line of support. You will not be expected to manage everything independently from day one, but rather have a clear onboarding process on increasing product and CX knowledge. From day one, you will be working with real customers and learning their needs and pain points under the guidance of a senior member. Don’t worry, they’re awesome! (the customers we mean)
What you would be doing for the first 6-9 months 🔥
- Serve as the first point of contact and provide high-level customer service and support for B2B customers in our different support channels (chat, email, phone)
- Help our product development team in product testing and documentation together with the rest of the team
- Coordinate feedback terminal tasks together with Supply Chain Manager
- Keep our self-service support channels and documentation up to date
- Build relationships with key customers and team members
- Give insight to our Customer Success Managers on customer contacts and requests
- Participate in customer meetings to learn about their use cases, expectations and challenges
- Learn about CX and CS theory, SaaS Solutions, and our technical environment
After about 6 months, you are able to consider yourself a Feedbackly product and value proposition veteran, after which you are expected to take ownership of our reactive customer support.
What we hope you would be doing after 6-9 months 💪
- Become a Feedbackly product expert; understand all of Feedbackly’s feature set and value proposition
- Develop our support channels based on data-driven decisions
- Develop our self-service product tutorials
- Categorize and analyze incoming requests to better understand our customers’ pain points
- Assist our product development team in prioritizing tasks when needed
- Identify, propose, and initiate projects that can help our customers be more successful
- Communicate with our Product Development team about customer product requests and general feedback
- Work closely with Product Marketing to generate value-adding content for our customer
What we and our customers think would help succeed in the role 🧐
- skilled communicator – you listen more than you talk
- consultative spirit
- trustworthy
- adaptable personality
- high tolerance for uncertainty and incompleteness
- solution-oriented
- team player who is capable of independent decision-making as well
- compassionate/ emotionally intelligent
- spontaneous and productive
What we would appreciate you to have 🙏
- 1-2 years of experience in Customer Experience, Customer Support or Sales is considered a big advantage
- Experience in B2B SaaS business is considered an advantage
- Experience in retail and/or eCommerce is a definite plus
- Minimum Bachelor’s Degree in Business, Engineering, Marketing, or Management
- Customer-centric mindset
- Exceptional verbal and written communication skills (Finnish & English mandatory, other languages especially Nordic languages considered a plus)
- Good presentation skills
- Proactive leadership skills with customers
- Desire to work in an ever-changing, experimental environment
- Demonstrated ability to give and receive feedback and adapt quickly
- Technical support background is considered a big plus
- Able to work in a multicultural environment
- Self-learning
What you could be doing after 12-18 months
This role is an essential part of our growth and we hope to find a person who wants to be in our team long-term. It’s a great opportunity to get our own area of expertise and responsibility since we always aim to give our people the best opportunities to personally grow. In 12-18 months, you would most likely be scaling our customer support operations to a global level, might have moved into more proactive Customer Support roles, or even want to try your wings as a Product Owner/Manager at some point.
Why Feedbackly? 🚀
Customer Experience and high-quality feedback data will continue to be at the top of the list of companies and organizations around the world. Our internally developed KPI Emotional Value Index (EVI®) is something no one else has, so it gives us a clear-cut advantage serving the CX megatrend on the market as well. The person joining our team will have an integral role in our global growth, and we are hiring this person for the long haul with a development path to bigger responsibilities and wider knowledge as we go along. You would also get to work with some big brands in Finland and globally, and help build a product and service that really makes a difference in the lives of people. We are a group of people learning and working together towards the same goal, while having everyone benefit from the work through stock option programs and performance bonuses.
If you managed to get this far, you’re already ticking off one box – patience and stamina 🙂 If you have a couple of years of background in customer-facing roles either in sales or customer support looking to jump into something new and exciting, this could be something for you! We would like to get the process ongoing with our new team member as soon as he/she/they is found, so hurry up and apply. Can’t wait to meet you!
Interested in joining a growing team and building an awesome product used by tens of thousands of consumers every day? Apply for the position today and let’s continue talking.
Have questions? We love questions! Just write us at hello@feedbackly.com
Please apply here as quickly as possible, the position is filled right as we find a good candidate: https://www.feedbackly.com/apply/
About Feedbackly
Feedbackly has operations on a global level (Thus this part is in English!) – having operations in Mexico and Australia in addition to our HQ in Helsinki, Finland, hence your workday will never be boring!
Our company is a team where we want to see people grow! This also supports our ideology of every worker as an entrepreneur as we are very close to the entrepreneurs and founders of the company. When you start to work with us, you will have a second family as it is our value to keep our people in love with what they do.
There is always free coffee, beer, and snacks at our office at Kamppi, Helsinki. Flexibility in hours and remote work days for on-premise workers is naturally guaranteed.
Want to know more about Feedbackly? Check out our video!
Job description
Please note that this particular role requires fluent Finnish in spoken and written language.
Feedbackly is one of the leading SaaS solutions for omnichannel Customer Experience measurement, offering the best Emotional Experience ecosystem that also provides next-level solutions for leading growth through CX. As we build the world’s only software that turns CX into sales and customer loyalty through emotional understanding, our vision is to revolutionize customer experiences on a global level.
As we grow both within the existing customer base and new logo customers, we also need team members to deliver on customer expectations and help them out with their day-to-day. Our Customer Success team is primarily responsible for helping new customers get onboarded and quickly find value with their Feedbackly account. In addition, the Customer Success team works with existing customers to ensure they’re optimizing Feedbackly to achieve their business goals with our Customer Experience solution. We operate at a global level with team members across the world, and this person would join the team at our HQ in Helsinki, Finland. If you enjoy interacting with customers and helping them solve their issues while exceeding their expectations, we are looking for you!
Our team consists of 1st-level customer support in Finland and Mexico, as well as 2nd-level Technical Support in Finland. We have over 3000 active users on a global level and provide customer support by chat, email, and telephone. Our customer support operations are the backbone of our operations, as it provides our team with the best knowledge and insight into what our customers wish to see in our product and service. As the customer base continues to grow we need more hands on deck to offer the best quality support to our customers.
As a Support Manager, we will build a personal development plan together when you join the team. Your area of responsibility would be our customer support channels (phone, email, chat, help center) which you coordinate and give our customers the first line of support. You will not be expected to manage everything independently from day one, but rather have a clear onboarding process on increasing product and CX knowledge. From day one, you will be working with real customers and learning their needs and pain points under the guidance of a senior member. Don’t worry, they’re awesome! (the customers we mean)
What you would be doing for the first 6-9 months 🔥
- Serve as the first point of contact and provide high-level customer service and support for B2B customers in our different support channels (chat, email, phone)
- Help our product development team in product testing and documentation together with the rest of the team
- Coordinate feedback terminal tasks together with Supply Chain Manager
- Keep our self-service support channels and documentation up to date
- Build relationships with key customers and team members
- Give insight to our Customer Success Managers on customer contacts and requests
- Participate in customer meetings to learn about their use cases, expectations and challenges
- Learn about CX and CS theory, SaaS Solutions, and our technical environment
After about 6 months, you are able to consider yourself a Feedbackly product and value proposition veteran, after which you are expected to take ownership of our reactive customer support.
What we hope you would be doing after 6-9 months 💪
- Become a Feedbackly product expert; understand all of Feedbackly’s feature set and value proposition
- Develop our support channels based on data-driven decisions
- Develop our self-service product tutorials
- Categorize and analyze incoming requests to better understand our customers’ pain points
- Assist our product development team in prioritizing tasks when needed
- Identify, propose, and initiate projects that can help our customers be more successful
- Communicate with our Product Development team about customer product requests and general feedback
- Work closely with Product Marketing to generate value-adding content for our customer
What we and our customers think would help succeed in the role 🧐
- skilled communicator – you listen more than you talk
- consultative spirit
- trustworthy
- adaptable personality
- high tolerance for uncertainty and incompleteness
- solution-oriented
- team player who is capable of independent decision-making as well
- compassionate/ emotionally intelligent
- spontaneous and productive
What we would appreciate you to have 🙏
- 1-2 years of experience in Customer Experience, Customer Support or Sales is considered a big advantage
- Experience in B2B SaaS business is considered an advantage
- Experience in retail and/or eCommerce is a definite plus
- Minimum Bachelor’s Degree in Business, Engineering, Marketing, or Management
- Customer-centric mindset
- Exceptional verbal and written communication skills (Finnish & English mandatory, other languages especially Nordic languages considered a plus)
- Good presentation skills
- Proactive leadership skills with customers
- Desire to work in an ever-changing, experimental environment
- Demonstrated ability to give and receive feedback and adapt quickly
- Technical support background is considered a big plus
- Able to work in a multicultural environment
- Self-learning
What you could be doing after 12-18 months
This role is an essential part of our growth and we hope to find a person who wants to be in our team long-term. It’s a great opportunity to get our own area of expertise and responsibility since we always aim to give our people the best opportunities to personally grow. In 12-18 months, you would most likely be scaling our customer support operations to a global level, might have moved into more proactive Customer Support roles, or even want to try your wings as a Product Owner/Manager at some point.
Why Feedbackly? 🚀
Customer Experience and high-quality feedback data will continue to be at the top of the list of companies and organizations around the world. Our internally developed KPI Emotional Value Index (EVI®) is something no one else has, so it gives us a clear-cut advantage serving the CX megatrend on the market as well. The person joining our team will have an integral role in our global growth, and we are hiring this person for the long haul with a development path to bigger responsibilities and wider knowledge as we go along. You would also get to work with some big brands in Finland and globally, and help build a product and service that really makes a difference in the lives of people. We are a group of people learning and working together towards the same goal, while having everyone benefit from the work through stock option programs and performance bonuses.
If you managed to get this far, you’re already ticking off one box – patience and stamina 🙂 If you have a couple of years of background in customer-facing roles either in sales or customer support looking to jump into something new and exciting, this could be something for you! We would like to get the process ongoing with our new team member as soon as he/she/they is found, so hurry up and apply. Can’t wait to meet you!
Interested in joining a growing team and building an awesome product used by tens of thousands of consumers every day? Apply for the position today and let’s continue talking.
Have questions? We love questions! Just write us at hello@feedbackly.com
Please apply here as quickly as possible, the position is filled right as we find a good candidate: https://www.feedbackly.com/apply/
About Feedbackly
Feedbackly has operations on a global level (Thus this part is in English!) – having operations in Mexico and Australia in addition to our HQ in Helsinki, Finland, hence your workday will never be boring!
Our company is a team where we want to see people grow! This also supports our ideology of every worker as an entrepreneur as we are very close to the entrepreneurs and founders of the company. When you start to work with us, you will have a second family as it is our value to keep our people in love with what they do.
There is always free coffee, beer, and snacks at our office at Kamppi, Helsinki. Flexibility in hours and remote work days for on-premise workers is naturally guaranteed.
Ready to grow with Feedbackly?
Don’t hesitate to get in touch and apply!
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