What are the responsibilities and job description for the Customer Support Manager position at KaiNexus?
About us
KaiNexus is a continuous improvement software that helps companies spread improvement by reinventing the way they capture, implement, measure, share, and organize improvement. Our intuitive software platform supports a sustainable culture of continuous improvement by engaging staff and leaders with better communication, increased visibility, real-time impact reports, and expert consulting. KaiNexus drives the methodology and leadership behaviors that promote a culture of continuous improvement.
Primary Responsibilities:
- Prepare support documentation with the main goal to communicate complex, technical information in easily understandable language.
- Update and maintain support documentation following new releases.
- Quickly and professionally assist with customer questions, password or login problems, troubleshoot bugs, and research solutions to guide users through corrective actions.
- Become a KaiNexus Product Expert and continually update your product knowledge.
- Test, evaluate, and make decisions about new support technology solutions for the company.
- Collaborate with the Customer Experience team to provide insight into our customer’s technical requirements.
- Drive high-quality customer experiences by meeting or exceeding the monthly goals associated with the role.
- Identify opportunities for improvement and participate in KaiNexus’ Continuous Improvement culture to better serve customers over time.
Confidence sometimes holds us back from applying for jobs we really want. But we'll let you in on a secret: there's no such thing as a 'perfect' applicant. KaiNexus is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.
Required Qualifications:
- Proven working experience in technical writing of software documentation
- Proven working experience performing support for a technology or similar organization
- Adept at quickly learning new software systems
- Excellent written communication skills
- Ability to manage multiple tasks and priorities with a strong focus on customer experience, timeliness, problem-solving, and technical knowledge
- Strong time management and organizational skills with the ability to track numerous details
- Ability to handle tough conversations with clients in a professional, solution-oriented manner
- Interest in learning API, JSON, and ETL is a plus
- A passion for and deep understanding of customer service and business growth
- Self-starter that wants to create and improve processes
- Bachelor’s Degree or similar education
Bonus points if you've used Hubspot or are bi-lingual!
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental Pay:
- Bonus pay
COVID-19 considerations:
KaiNexus is committed to the safety of its employees and the surrounding community. As such, we follow local recommendations and guidelines.
Application Question(s):
- Will you now or in the future require KaiNexus to sponsor an immigration case in order to employ you (for example, H-1B or other employment-based work authorization)?
Work Location: One location