Customer Support Group Manager

Job Description

Description

Fiverr is hiring an experienced CS group manager to join our CS team. As part of this position, you will be responsible for providing best in class customer support, leading the CS group located in Israel.

You will be the senior CS manager working closely with team leaders, shift managers and CS agents to constantly improve the quality of support, and the professional success of the teams.

You will also collaborate with the CS Global Program Manager and the CS Director in continuous improvement projects, and implementations of new tools, processes and policies.

Finally, you will take a significant part in decision making and will work independently and with your colleagues, to promote our goal of becoming the best customer care organization.

What am I going to do?

• Constantly Improve the overall Customer Support experience provided by your teams.
• Responsible for the group achievements in efficiency, adherence to SLA’s and all relevant CS KPI’s.
• Take ownership of complicated customer issues and follow problems through to resolution.
• Lead cross functional meetings with relevant departments.
• Analyze statistics and compile accurate reports.
• Flag discrepancies or untypical trends and push for resolutions and improvements.
• Recruit, train and develop Customer Support team leaders and Shift managers and nurture an environment where they can excel through encouragement and empowerment.
• Build, manage, and inspire the teams to create an innovative and entrepreneurial work environment aligned with Fiverr's values, company culture and DNA.
• Maintain an orderly workflow according to priorities.
• Set a clear mission and deploy strategies to measure success.
• Develop and implement new procedures, policies, and standard.

Requirements

• 5+ years experience leading customer service teams. Prior experience in E-commerce/ marketplace is a plus.
• At least 3 years of experience managing CS managers/CS team leaders.
• Deep analytical skills and know how to use KPIs to streamline processes and communicate across teams.
• Working knowledge of customer service software, databases, and tools: such as Zendesk (huge plus), confluence, chat tools, social engagement tools.. Expert knowledge in Excel.
• Strong client-facing and communication skills
• Advanced troubleshooting skills in a technical environment
• Proficiency in English - spoken and written.
• Ability to travel as needed.

Equal opportunities

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.