Our Delivery Unit is looking for a highly professional B2B Customer Service Manager with 3+ years of experience in a leadership role (Head of Department or Team Lead). It’s an opportunity to lead and extend our customer service stream by leveraging PLVision’s focused, in-demand expertise in computer networking product development. Our clients include networking industry leaders from Fortune 100 and 500 as well as innovative, disruptive startups based in North America, Europe, and Israel.
This role is focused on providing outstanding customer service to our clients while taking care of all aspects of customer engagement and effective project coordination. You will work in close collaboration with Business Development Department and CTO. We expect the ideal candidate to have excellent communication and organizational skills, fluent English, as well as an engineering mindset. Knowledge of the networking domain would be a huge plus.
Development and implementation of customer support processes and procedures to increase customer satisfaction and experience
Continuous communication with customers
Providing project teams with new information related to customer's business needs
Project risks management
Interviewing and hiring new customer service specialists
Collaboration with the Delivery and Business Development departments to resolve customer issues in the most efficient way
Conflict management and resolution
3+ years of experience in a leadership role (Head of Department, Team Lead)
Strong communication skills and Advanced level of English
Experience in developing and implementing company-wide processes
Experience in developing and implementing customer support policies and procedures
Proven experience in resolving customer service issues
Experience in communication with customers
Experience in the management of remote and distributed teams
Ability to handle conflict situations and overcome challenges
Excellent interpersonal, organizational, decision-making, and problem-solving skills
Would be a plus
Experience in enterprise-level support
Understanding of the computer networking domain
We are a software product development company specializing in computer networking and embedded systems. PLVision is headquartered in Krakow, Poland, with the Ukrainian headquarters in Lviv and other offices in Odesa, Kyiv, and Kharkiv (currently relocated). Founded in 2007, we help networking industry leaders and ambitious startups in the U.S., Israel, and EU countries to launch innovative products.
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