🤓 Customer Support Leader
6 000 - 10 000 PLN netto
🌍 Surfer | Rzeźnicza 28-31, Wrocław🖥 https://surferseo.com
#SaaS, #SEO, #Global
We are looking for someone who can lead the Customer Support team at Surfer. Grease all the gears and set up the smooth operating mechanism of serving the Surfer's community.
Right now, our CS team is one person + ongoing support from other team members. There's a lot of work ahead of us, which is why we are looking forward to learning from you about how to do Customer Support.
Who are we?
Surfer's team is a group of people sharing a passion for digital marketing. Slack for self-improvement, tests, and unconventional methods will stay with us forever. We are not only colleagues but a bunch of friends hanging out after work, too.
We build a leading software for on-page SEO with customers from 100+ countries.
About the position
We are looking for a Customer Support Leader. Someone who will be a manager but won't leave the chat unanswered.
This person's main tasks would include setting up support processes, measuring and improving communication with clients, and providing practical and technical support.
- Introducing and improving processes related to Customer Success & Support
- Managing HubSpot's Service Hub
- Being a decision-maker for Customer Success & Support team growth
- Communication with current and future clients in English
- Providing ongoing support of the highest quality in English
- Preparing educational materials and updating the knowledge base
- Close cooperation with the sales, marketing, and product teams to improve the quality of experience with the app and Surfer brand
- Collecting feedback and providing knowledge on customer expectations to other team members
- Excellent interpersonal skills—the ability to make an instant connection with others (face-to-face and in writing)
- Excellent command of English (min. C1)
- Experience in customer support in a similar position—ideally in a SaaS company or the marketing industry
- You have set up Customer Support processes in the past. You know how to make a proper audit for Surfer in those terms and help us improve
- Experience with HubSpot or similar tool
- Independence and responsibility in carrying out tasks—the ability to plan your time and work on many projects at the same time
- A positive and proactive way of thinking
- Salary between 6 and 10k net depending on your skills and contract type
- Any form of employment suited to your needs
- Independence and autonomy in operations
- Beautifull office in Wrocław
- Flexible working hours
- Possibility of remote work, but we prefer to have you in the office. At least most of the time!
- Team gatherings, at least twice a year
- Constant brainstorming and exchanging knowledge that will help you grow personally and professionally
- Learning the process of building a product from the inside and a real impact on its development
About our product
Surfer is an SEO tool with a brand that resonates around the world.
Our solution makes SEO content creation and optimization easy and affordable for everyone. Top SEOs help us improve the product continuously, Surfer it growing since we started in 2017.
Our product is over three years old, although it was a side project for over a year. We sold our first subscription in November 2018. Since then, we have acquired over 2,500 clients and more than 200,000 users from around the world.
It's time to scale up the Support and align with a growing customer base.
More about us:
If you have any questions about us or our product, please mail me at michal(at)surferseo.com :)
Do you feel this position is for you?
Apply by sending an email with your CV/profile on LinkedIn.