Job Description

Description

We are seeking a highly driven and experienced Senior Customer Support Onboarding cum Ops Manager to join our team at Kegmil. As a fast-growing B2B SaaS platform company, we are looking for someone who has a proven track record of building and managing a successful customer support team from scratch.

Responsibilities:

• Lead and build a high-performing customer support team from the ground up. (build team)
• Develop and implement strategies to enhance customer onboarding, success, and operations. (implementation)
• Provide expert guidance and support to customers to ensure their success in using our products and services.(ticketing system)
• Resolve escalated customer issues and complaints promptly and effectively.(customer success)
• Collaborate with cross-functional teams to gather customer feedback and identify opportunities for product and service improvements.
• Develop and maintain customer support metrics to track team performance and identify areas for improvement.
• Continuously improve customer support processes and procedures to ensure optimal efficiency and customer satisfaction.
• Stay up-to-date with industry trends and best practices in customer support and bring innovative ideas to the team.

Requirements:

• Bachelor\'s degree in a relevant field.
• Proven experience (at least X years) in building and managing a customer support team in a B2B SaaS environment or a large-scale product.
• Strong knowledge of customer onboarding, success, and operations strategies.
• Excellent communication and interpersonal skills in English (Chinese is a big plus)
• Ability to inspire and lead a team towards a common goal.
• Analytical mindset and ability to use data to drive decision-making.
• Proactive problem-solving skills and ability to handle challenging situations.

Join our dynamic and ambitious team at Kegmil and play a crucial role in shaping our customer support operations. If you are a results-oriented leader with a passion for customer success and have experience working in the B2B SaaS industry, we would love to hear from you.

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