Senior Customer Support Executive

Our goal is to transform the entire hiring process by making it simple efficient and enjoyable for recruiters hiring managers and candidates alike.

Our mission is to offer the bestinclass AIpowered technologies to empower small medium and large businesses in their staffing & recruitment transformation.

Role overview

You will be a key member of the Manatal sales team and a point of contact between Manatal and our existing clients. You will be responsible for delivering quality service support and helping our users find success through the use of our platform. On top of that you will be working closely with our Sales Product and Engineering team to deliver a level of support that best fits our clients.

You will be a part of a team that strives for the highest customer happiness and helps our customers transform the way they recruit.

Responsibilities

• Supporting user experience and building strong relationships with customers.
• Deep problem understanding and ensuring timely resolution or escalation of incidents and requests.
• Escalating complex issues to senior members of the sales team as needed.
• Owning customer issues and requests from initial report to resolution collaborating crossfunctionally to address each request and communicating with customers regularly regarding incidents or requests status.
• Handling customers with a consummately professional attitude.
• Facilitate customer meetings to collect more information investigate an issue and fasten the resolution of tickets.
• Provide afterhours and oncall support as needed through live chat or impromptu live support requests.
• Managing customer expectations regarding estimated response times for issue resolution.
• Monitor competition economic indicators and industry trends
• Manage relationships with key principals through frequent communication and reporting emphasizing an update on product market situation and product development in the market.
• Other tasks assigned by the CEO and Management

Requirements

• 3 years of relevant experience in Customer Support
• Superb communication skills in English and other languages (written and verbal).
• Strong territory and contact management skills.
• Excellent consultative and solutionselling skills.
• Able and comfortable working in the time allocation.
• Working technical knowledge of software components or IT is a plus.
• Proven leadership skills in both independent and team environments.
• Staffing and Recruiting market knowledge is preferred.
• High energy levels a high degree of integrity selfmotivation positive attitude proactive approach to work and confidence.
• Demonstrated success in a B2B sales environment.
• Ability to break down issues and identify root causes
• Understanding of common operating systems (Windows MacOS) and Software applications
• Troubleshooting experience ability to diagnose and resolve technical issues efficiently
• Product knowledge the ability to understand the products or services
• Familiarity with ticketing platforms experience with support ticketing systems such as Jira ServiceNow or Zendesk

Great to have

• Ability to create and document solutions macros and create knowledge base articles
• Intermediate to advanced programming knowledge and familiarity with XML Open API HTML CSS and simple scripts
• Ability to document QA processes procedures and standards clearly and comprehensively

Working with Manatal

• This role is based at our Bangkok office in the heart of the city center
• As a team of diverse cultures and nationalities English language proficiency is required
• We enjoy collaborating in person and the team is working onsite

Why youll enjoy working with Manatal

• Wellfunded startup backed by Surge & Sequoia
• Be part of one of the fastestgrowing B2B SaaS startups in the region
• You will be collaborating with talented individuals in the industry
• Join a lively and highly international team
• Indulge in a challenging and innovative working culture
• Attractive medical healthcare plan
• Personal development allowance
• 2 weeks of work from anywhere per year
• Regular fun teambuilding activities
• Company trip

Apply on our Careers Page

Manatal Hiring

At Manatal we are dedicated to building an intuitive AIpowered application tracking system to streamline and transform the entire hiring and recruitment process.

We are devoted to attracting the best talent worldwide to join our team and take pride in being an equalopportunity workplace. We are committed to equal employment opportunities regardless of religion race ethnicity ancestry national origin gender gender identity sex sexual orientation marital or parental status disability age citizenship or other class protected by applicable law.

Relocation support included (for Senior level only)
1. 1way flight to Bangkok
2. 7 days of accommodation

Remote Work :

No