Customer success and Support Manager

ABOUT THE COMPANY

ibundle is a new Ecommerce technology start-up that is creating a new method of shipping for online businesses.

THE ROLE

You’ll join our amazing small team and you’ll be immersed in ibundle extraordinary culture. 

The CS & Support manager will develop an expert understanding of our ibundle platform and will handle a vast range of client inquiries. The role will drive the value proposition of our services by providing guidance and solutions to enhance our user’s experience. Our Customer Success acts as the “voice of the customer” to advance the functionality of ibundle platform and is an excellent collaborator partnering with Sales, Product Management, and Engineering functions. 

RESPONSIBILITIES

• Handle customer support inquiries via various communication channels (Email, Chat, Phone) leveraging ticketing system.
• Diagnose and resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available.
• Thoroughly document support issues and escalate where necessary.
• Develop in-depth knowledge of the ibundle platform to support a wide range of client inquiries.
• Onboard new customers on Ibundle platform.
• Independently manage fast-paced work as part of the Customer Support team.
• Deliver excellent customer service, driving high levels of customer satisfaction.
• Remain flexible and positive in the face of challenges.
• Assist with and participate in special projects and initiatives.

MUST-HAVE

• 3+ years in customer Sales & support role.
• Proficient in using customer support related tooling such as HubSpot, Monday, MSFT Office, etc.
• Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements.
• Exceptional communication skills in English and Hebrew both written and verbal and the ability to interact with a wide range of audiences.
• Desire to learn quickly about eCommerce logistics to develop domain knowledge.
• Keen analytical and problem-solving skills.
• Ability to multi-task balancing simultaneous customer issues.
• Comfortable working in a collaborative, fast-paced, agile team environment.
• Prior experience working in Startups or within a logistics company.

NICE-TO-HAVE

• Entrepreneurial mindset
• Positive, “whatever it takes” attitude
• BA degree in a relevant field.