Senior Customer Support Executive

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

• Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
• 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.
• Work closely with product or engineering teams to escalate and resolve critical issues, providing detailed feedback and insights.
• Provide clear and concise updates to customers regarding the status of their issues, ensuring they are kept informed throughout the resolution process.
• Take the lead on major incidents, coordinating with multiple teams to ensure a quick resolution and minimal impact on customers.
• Diagnose and resolve complex technical issues escalated by the L1 support team, ensuring timely and effective solutions.
• Train, mentor, and guide L1 support team members, sharing best practices and technical knowledge to improve overall team performance.
• Assist in creating and updating internal guides, FAQs, QA forms, Macros, and other support documentation to empower L1 support team members.
• Log and track all support requests in the CRM and ticketing system, ensuring accurate and detailed documentation of issues and resolutions.
• Act as a liaison between customers and product teams to provide feedback on product features, usability, and potential areas for improvement.
• Perform in-depth analysis to identify the root cause of recurring technical and non-technical problems and recommend long-term solutions.
• Provide after-hours and on-call support as needed through live chat or impromptu live support requests.
• Handling customers with a consummately professional attitude.
• Other tasks assigned by the CEO and Management

Requirements

• 3+ years of relevant experience in customer support with at least one year in an L2 or senior support position.
• Excellent written and verbal English communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
• Understanding of common operating systems (Windows, MacOS) and Software applications
• Proficient in troubleshooting and resolving issues related to bugs, web applications, databases, APIs, simple scripts, XML feeds and others.
• Product knowledge - the ability to understand the products or services
• Familiarity with ticketing platforms - experience with support ticketing systems such as Jira, ServiceNow, Zendesk or similar.
• Strong analytical skills with the ability to diagnose complex technical problems and recommend effective solutions.
• Able and comfortable working in the time allocation.
• Experience mentoring or leading junior support staff, with a focus on knowledge transfer and team development.
• A proactive approach to customer service, with a commitment to maintaining high levels of customer satisfaction.
• High energy levels, a high degree of integrity, self-motivation, positive attitude, proactive approach to work, and confidence.
• A degree in Computer Science, Information Technology, or a related field is a plus. Relevant certifications (e.g., ITIL, AWS, etc.) are also a plus.

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:

Watch our Demo

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.