Build Smaregi’s customer-success strategy, manage the team, and improve retention and account expansion across store-focused software and payment services.
About this role
The customer-support supervisor candidate improves service quality across Smaregi’s phone, email and chat support. The role supports the user experience while developing the team’s processes and self-service resources.
Responsibilities include planning online help, FAQs and chatbots; training, evaluating and managing attendance for employed operators; designing workflows and manuals; and improving efficiency. Customer-response data informs KPIs such as answer rates, first-contact resolution and customer effort. The role also develops and implements cancellation-prevention and upsell-support measures to increase monthly recurring revenue.
Applicants need experience managing B2B customer support for SaaS products or IT services, plus organisational improvement through quantitative support-quality assessment, KPI design and improvement cycles.
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