Job Description

Join us on a mission to save the planet!

Reversing the impact of climate change is one of the world\'s biggest challenges. And businesses have a responsibility to lead the way. While individual consumer choices are important, over 80% of all the emissions reductions necessary for the world to reach Net-Zero, require business-level action. But despite the growing momentum and ambition from companies around the world to set Net-Zero goals, there are significant challenges to delivering on these ambitions. Business leaders don\'t really know how they will get there. And the very first step, of getting emissions measurement right, is hard.

Terrascope is a smart carbon management and accounting platform that empowers corporations to decarbonise their operations, portfolios and supply chains in a trusted, confident, and secure manner. We are on a journey to build digital tools and analytics, datasets and algorithms, and an ecosystem of technical expertise and partnerships needed for companies to optimise their climate strategy

Terrascope is backed by one of the world\'s largest food and agri companies and global leader in climate action and sustainability. With their significant strategic advantage and secure funding, the venture is uniquely positioned to drive profit with purpose; driving decarbonisation in supply chains while generating outsized financial returns.

We are looking for a motivated and experienced Customer Support Manager to spearhead and eventually lead our Customer Support team, reporting to the Head of Experience.

The Customer Support Manager will be responsible for maintaining a world-class customer support function for our SaaS platform by implementing and optimising metric-driven policies, procedures, and quality standards. You will be a subject matter expert on Human API service offerings, internal tools, and workflows, and train staff accordingly.

At Terrascope we value critical thinking, self-motivation, and thrive in ambiguous, entrepreneurial environments. You have strong attention to details and love creative problem solving on behalf of customers. The ideal candidate will have proven experience working in a data-driven customer support position, and demonstrates strong ownership and bias to action. In addition, strong communication, teaming and interpersonal skills are necessary to rally different technical teams to work together with urgency to drive tasks to resolution.

In this role you will / need to have:

Own and manage the customer support department\'s day-to-day functions, including daily written updates to the team, and reporting on key metrics and team priorities

Establish Internal Quality Score (IQS) and Customer Satisfaction Score (CSAT) frameworks

Ensure Standard Operating Procedures (SOPs) are written support workflows.

Work independently to continuously build, test and iterate our support workflows, conducting monthly reviews and implementing initiatives to enhance customer satisfaction, support quality and consistency, while optimise team productivity

Establish an outsourced customer support model, processes, learning loops and ongoing training to scale to with the needs of the business and customers

Monitoring trends in support requests in order to identify and characterise emerging bugs and general customer pain points

Be a key partner to product management and development teams, collaborating with engineering to resolve core product issues, and operations teams to ensure implementation and customer follow ups

Serve as the top-line critical issue point for high priority support cases include overall triage and management and coordinate appropriate resources to achieve issue resolution

Share responsibility for occasional weekend day duties as part of schedule with the other APAC and Europe support

You should have:

5+ years of leadership within a Global Customer Support / Technical Support organisation.

10+ years of shown success working directly with customers within a technology company.

Experience with Cloud/SaaS software products is highly coveted.

Excellent verbal and written communication skills and the ability to work optimally in a team environment.

Excellent presentation skills coupled with a strong leadership presence.

Communication as a core strength. Heavy focus on using data to articulate a story or an issue.

Dedicated to championing the customer problem until resolution.

Excellent time leadership skills and a strong sense of urgency.

Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems.

Experience working with and improving Support ticketing systems and tools and processes

Flexibility to handle critical cases after hours as needed.

Experience managing supporting vendors in Asia, America and in different languages

Even better if you have:

Experience with sustainability

Experience in SaaS startup

Familiarity with Hubspot is a plus

Experience with live chat, web form, API, and email ticket channels.

Knowledge of HIPAA guidelines and data security standards.

Speak another APAC language

We\'re committed to creating an inclusive environment for our strong and diverse team. We value diversity and foster a community where everyone can be his or her authentic self.

Terrascope