Service Manager

vor 2 Wochen

Basel, Schweiz LiveTiles Vollzeit

LiveTiles is an Australian owned, fast growing Employee Experience (EX) company, headquartered in Melbourne, with teams across the US, APAC, and EMEA regions.

We believe that the world is a better place when humans are free to do their best work. We create and deliver EX technology for companies of all sizes to connect their employees to everything they need at work for a more personal, productive, and purposeful experience. From complex digital workplaces to quick-to-deploy mobile apps our solutions help connect your people to the very best employee experiences.

**Your Mission**:
We are looking for a personable, driven, and problem-solving Service Manager to join a hyper-growth business. You love finding new and unique ways to solve problems and are passionate about helping our customers.
You will be overseeing a team of highly skilled and engaged Service Agents, work with the team to consistently meet our high customer satisfaction targets, form direct relationships and deliver monthly reporting for a number of key accounts. You will work directly with our customer success, sales, and product teams, providing the unforgettable experience to our large customer base.

**What you'll do**:

- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Develop service procedures, policies and standards
- Ensure mutual contractual / SLA compliance and reporting
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Monitor customer support channels
- Triage and solve support tickets, by investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times
- Work effectively with team members in multiple time zones (all US time zones, EMEA, and Australia)
- Own customer Service relationships and be the point of contact at management level

**What we're looking for**:

- Experience in providing customer service support
- Ability to articulate technical concepts clearly and concisely
- Create value and exceptional experiences for customers and have a strong customer service orientation
- Experience working with cross-functional (e.g., Engineering, Professional Services, etc.) teams
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking skills
- Outstanding team player with a great sense of humor (always helps

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