Customer Success & 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 Sales & 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.