Assistant Manager (Customer Support)

About the job
SocialPilot is looking for an Associate Manager to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.

As a part of the customer success team, you will help prospects in understanding if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.

Location: Remote

What You Will Do
Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including phone, email, chat, and social media)
Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers
Work closely with customers to understand their measures of success and identify areas for improvement
Deliver interactive product demonstrations to help the user find value in the product
Communicate effectively and promptly with cross-functional colleagues to gather inputs required for issue resolution.
Establish a trusted partner/advisor relationship with customers and drive value with SocialPilot
Going beyond the miles to assist customers
Collaborate with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction.
Educate customers on the use of products or services, guiding them through processes and troubleshooting steps.
Delivering Customer Satisfaction
What Are You Like
3+ years of experience and Bachelor’s degree (or equivalent job-related experience)
Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important
Strong analytical skills - ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem
Ability to quickly develop effective working relationships with internal and external contacts
Modernizing customer experience through tools, technologies, and processes to both resolve customer issues as well as help answer their “how-to” questions.
Develop a proactive approach to establish a “best-in-class” support services experience to continuously improve customer engagement and satisfaction.
Meeting the customer’s SLAs while updating the tickets on timely manner
Understanding of social media channels and connections
Patience and empathy in dealing with customer concerns.
Ability to handle high-stress situations and remain calm under pressure
About SocialPilot
SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far
Helped 12,000+ marketing agencies and SMBs across the globe
5 billion+ social media posts published
One of the fastest-growing SaaS companies in India as listed by Inc 42
Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and TrustRadius
Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
Named as the Top 10 Bootstrapped Startups in India
Consistently ranked as a “Great Product” consistently by G2, Capterra, and TrustRadius
Officially a Great Place to WorkTM - Certified startup
Rated by YOUR STORY as the Number 1 social media scheduling tool
What We Believe In
Customer Obsession: We put customers first while making decisions and planning future goals
Ownership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
Nimbleness: We respond rapidly to changing circumstances and customer needs
Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.
Why join SocialPilot?
Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
No micromanagement: Own up your work and be accountable without the need for close supervision.
Great team: Work with a great team with diverse backgrounds from world-class organizations
Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.
Best in class health and medical benefits
Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December.
Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office