Job Title

SocialPilot is looking for an Manager-Customer support(US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.As a part of the customer success team, you will help prospects in understanding if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.Location: RemoteWhat you will doEnsure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelinesAct as an escalation point for complex customer issues and ensure timely resolutionMonitor team performance, KPIs, SLAs, CSAT, and quality metricsDevelop, document and improve support processes, workflows, and knowledge base.Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedbackShould be able to work as an IC to handle support tickets and callsWhat are you like:8 years of experience in customer support within a B2B SaaS companyExcellent written and verbal English communication skills (mandatory)3+ years of experience managing or leading a customer support teamHands-on experience handling customer support via emails, chats, and callsStrong working knowledge of support systems such as HelpScout, Zendesk, and similar platformsExperience with ticket management, escalation handling, and customer satisfaction metricsAbility to work independently and manage teams during the night shiftAbout SocialPilotSocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.Our impact so farHelped 12,000+ marketing agencies and SMBs across the globe.5 billion+ social media posts publishedOne of the fastest-growing SaaS companies in India as listed byInc 42Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap categoryNamed as the Top 10 Bootstrapped Startups in IndiaConsistently ranked as a “Great Product” consistently by G2, Capterra, and TrustRadiusOfficially a Great Place to WorkTM - Certified startupRated by YOUR STORY as the Number 1 social media scheduling toolWhat We Believe InCustomer Obsession: We put customers first while making decisions and planning future goalsOwnership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork.Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.Nimbleness: We respond rapidly to changing circumstances and customer needs.Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.Why join SocialPilot?Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organizationNo micromanagement: Own up your work and be accountable without the need for close supervision.Great team: Work with a great team with diverse backgrounds from world-class organizationsPersonal growth:Design a personal learning plan and utilize organizational resources to achieve the goals.Best in class health and medical benefits.Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December.Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracyZen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office