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Senior Customer Support Executive

3 months ago

Thailand timesjobs Full time

Manatal is an HRTech software service (B2B SaaS) company headquartered in Bangkok, Thailand. Manatal is one of the fastest-growing start-ups in the region and is backed by Surge and Sequoia Capital. Manatal has a global presence and is trusted by thousands of businesses in over 135 countries and is recognized by Forbes as Best Recruiting Software of 2024.
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 best-in-class AI-powered 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 cross-functionally 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 after-hours and on-call 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 solution-selling 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, self-motivation, 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 on-site.

Why You'll Enjoy Working with Manatal

Well-funded start-up backed by Surge & Sequoia.
Be part of one of the fastest-growing B2B SaaS start-ups 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 team-building activities.
Company trip.

Apply on our Careers Page
If you are a fit for this role and are excited to join Manatal, please follow this link to apply: Apply Here
Watch our Demo
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Manatal Hiring
At Manatal, we are dedicated to building an intuitive AI-powered 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 equal-opportunity 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.