Customer Support Manager AnchorFree
THIS JOB HAS EXPIRED
AnchorFree believes in placing consumers in control of their personal information online. The company?s mission is to enable secure access to the world?s information for an addressable market of 5 billion people who access the Web through computers or mobile devices. AnchorFree does this through Hotspot Shield, the world?s most popular app for safe browsing. Hotspot Shield secures all Internet communications, protects the user?s identity online, and provides universal access to all Internet content.
Hotspot Shield has been downloaded more than 150 million times and is the number one security app on the iPhone. Hotspot Shield has over 100 million monthly user sessions. Securing over 4 billion pages per month for its users, AnchorFree is ranked among the top 50 online destinations as far as total traffic (by Quantcast).
AnchorFree is funded by blue chip investors that include: Goldman Sachs, Bert Roberts (former chairman and CEO of MCI), Doug Maine (former CFO of IBM); Esther Dyson, Subrah Iyar (founder of WebEx), Greg Coleman (former president of Huffington Post), Rick Roth (former CEO of OgilvyAction). AnchorFree is located at the heart of Silicon Valley - Mountain View, CA. The office contains a gym, foosball, a pool table, ping pong, free food and drinks.
Develop a scalable customer support organization and oversee the staff to ensure that customers are receiving the appropriate assistance. This includes managing all procedures related to the identification prioritization and resolution of customer help requests, including monitoring tracking and coordination of support Helpdesk functions. The Customer Support Manager will also contribute to problem resolution by giving in-person hands-on support to customers as necessary, by acting as the level 2 or 3 escalation point as required and by providing expertise and training to customer staff as appropriate.
Promote customer satisfaction and loyalty by demonstrating an understanding of customers' critical issues with the product and helping them solve it
Work with the Customer Support team to ensure consistently positive customer experiences by providing oversight and management for technical issues
Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
Serve as a customer advocate within ZenDesk and Jira and report customer feedback internally to Product Management and Engineering
Provide monthly account reporting to efficiently manage time to focus on activities that ensure client satisfaction and service renewal
Share best practices with team members to contribute to enhance the quality and efficiency of customer support
Identify opportunities for selling products and services through support organization, and collaborate with product team on sales strategies and opportunities.
3+ years in a customer facing role (account management, customer service, etc)
Experience with managing support teams and create processes that would lead to efficient customer support organization
Understanding of Internet and web applications like Jira and ZenDesk
Must possess a proven understanding of account business needs and knowledge of the support industry
Prior experience developing and scaling a customer support organization a must
Excellent verbal, written and interpersonal communication skills
Ability to learn new technologies while supporting existing products
Strong critical thinking, analytic and problem solving abilities
Ability to multi-task and prioritize job requirements
Strong project management skills
Excellent organizational skills
Excellent team player but able to work under own initiative
Ability to facilitate and lead cross-functional teams
Compensation and Benefits:
Highly competitive salary
Excellent employee stock option plan
Relocation assistance available
Free food and drinks
Foosball, Small gym and showers, Pool table, Table Tennis
FREE Medical, Dental and Vision
Easy Access to Caltrain and Light Rail (free pass)
New Laptop (mac or pc) and Monitor
Employee discounts on HP, Apple and Verizon
||Mountain View, CA |
THIS JOB HAS EXPIRED