Customer Support Lead

About MoeGo

Find out if this opportunity is a good fit by reading all of the information that follows below.

Our Mission :

The technology in the $130billion pet industry is antiquated, and it has caused significant friction for the pet economy to progress.

We aim to contribute to the pet industry by empowering everyone in the pet community. We strive to build the most trustful, impactful, yet simple-to-use solutions for everyone in the space, so that they can focus on doing what they love and thrive.

Our Team :

Only the best can serve the best. To build the best product and service, we want the best talent. We are committed to seeking out and bringing together the most passionate, talented, and customer-focused individuals to form a team that sets the bar for excellence.

Our Culture :

Every day, we ask ourselves : what if MoeGo disappears tomorrow? Would that be a big difference to our users? We’re not here to be just another option in the market.

What motivates us is the pursuit of discovering and solving a series of real, impactful problems. By doing so, we aim to redefine the standard of technology and elevate the pet industry to an entirely new level.

We strive to drive changes for the better.

Key Responsibilities

Management

Lead and scale a team of Customer Support Agents through coaching, career development, and ongoing feedback

Monitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectiveness

Customer Assistance

Respond promptly to customer inquiries via chat, email, and phone, demonstrating patience, empathy, and professionalism in all interactions

Provide technical support to customers, troubleshooting and resolving their issues efficiently and effectively

Guide customers through step-by-step solutions, ensuring they understand the resolution process and providing clear instructions for any necessary actions

Actively provide helpful and appropriate workarounds for users where there are limitations within the software

Problem Resolution & Communication

Communicate effectively with customers, taking the time to understand their questions and technical concerns and providing clear and concise explanations

Document all customer interactions and solutions accurately in our CRM system, ensuring comprehensive records for future reference and analysis

Collaborate closely with other teams, including product development, customer success, and sales, to escalate and resolve complex customer issues and provide valuable feedback for product improvement

Customer Education

Provide training and guidance to customers on products and best practices

Proactively identify trends in customer inquiries and issues, contributing to the development of knowledge base articles and training materials to empower customers to self-serve whenever possible

Continuously strive to enhance the customer experience by proposing and implementing process improvements and best practices for customer support delivery

Technical Expertise

Develop a deep understanding of our products and services, ensuring familiarity with all key features and functionality, to effectively address customer queries

Stay updated on product features, technical specifications, and troubleshooting procedures, to provide timely and accurate support to customers

Collaborate with the product development team to communicate customer feedback and contribute to product improvement initiatives

Minimum Qualifications

1-3 years of management experience

Proven experience in a customer support, customer success, or customer-facing role of 2-5 years, preferably in a technology or SaaS company

Excellent communication skills, both written and verbal, with a strong ability to articulate technical concepts in a clear and concise manner

Exceptional time management and organizational skills, with the ability to prioritize and manage multiple tasks effectively in a fast-paced environment

Proficiency in using customer support software and CRM systems (we use Intercom!) to manage customer interactions and maintain detailed records

Preferred Qualifications

Empathetic and patient demeanor with a passion for helping customers and solving their problems

Strong problem-solving skills, with the ability to think critically and troubleshoot issues independently

Ability to work collaboratively in a team environment, actively contributing to team goals and fostering a positive and inclusive work culture

Flexibility to adapt to changing priorities and business needs, with a willingness to take on new challenges and responsibilities as required

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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