Customer Support Manager

IfOnly - San Francisco, CA (30+ days ago)


About IfOnly

IfOnly is a technology startup building the world’s premier marketplace for incredible experiences. On the two-sided marketplace, members can find something unique to do in their city and luminaries can share their talent and build their business with IfOnly’s proprietary system. A luminary can be an individual, a business, or a venue with a special talent or experiential offering. From meeting premium clientele to promoting their experiences in a curated, safe environment, top luminaries trust IfOnly to help them build their brand while benefiting important causes.

Who are we looking for?

We are looking for a Customer Support Manager to manage systems and processes related to fulfilling customer experiences at IfOnly. The manager will assist in handling phone calls and answering customer inquiries, as well as resolve customer service issues, and be the primary point of contact for various top clients and corporate partners for executing experiences. You must have very strong customer service and public speaking skills. Our ideal candidate will be able to interact professionally with customers, have a keen eye for detail, and the ability to multitask and quickly master our backend Listing Builder System.

Responsibilities:

  • Become a “resident expert” in our backend Listing Builder System
  • Train staff on how to use the Listing Builder System and become primary troubleshooter for any guest issues, process issues, or technical issues that arise related to the system
  • Function as first point of contact for escalations from guests and communicate a plan of attack to resolve escalations to department head
  • Answer tickets in a timely manner using Zendesk
  • Answer phone inquiries with professionalism
  • Assist with outreach to top clients
  • Assist top clients during auctions to ensure bidders successfully can purchase experiences on our site.

Requirements:

  • Bachelor's degree or higher
  • Previous experience using systems and software in a high business volume company
  • Exceptional detail and organizational skills, with a demonstrated ability to apply them to internal systems and processes
  • Very strong communication skills is a must — both email and phone
  • Strong writing/editing skills
  • Highly motivated and resourceful, with the ability to prioritize and manage many projects simultaneously
  • Ability to work successfully across multiple business functions of an organization
  • Prior experience in system management is a plus
  • Experience with customer service software (such as Zendesk) a plus

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Type: Full-time

Salary: $65,000.00 to $70,000.00 /year

Experience:

  • Customer Service and Management: 3 years (Required)

Education:

  • Bachelor's (Required)

Location:

  • San Francisco, CA 94111 (Preferred)

Work authorization:

  • United States (Required)