Customer Success Manager

Can you create an amazing web-hosting customer experience, while managing team operations? Then this job is for you.
Apply for opening

Responsibilities

  • Be responsible for the customer experience on our Web-Hosting platform WebSpaceKit.
  • Manage the day-to-day operation of our web-hosting team, which includes customer tech support, pre-sales questions on live chat/phone, website & server issues troubleshooting, server management (with help from our technical team).
  • You will be overseeing the entire operations of our web-hosting department & team. And leading the team to ensure a smooth experience for our customers.
  • Prepare operating procedures & documentations for various technical issues which are faced by our team.
  • Guide the sales team to improve conversions.
  • Proactively identify issues & come up with solutions that can be followed by the team.
  • Be an escalation point for our customers to solve the most complicated and urgent cases.
  • Troubleshooting our checkout, billing & automation system and addressing performance issues & assist with improving application performance.
  • Being a product expert for the products offered as part of the brand.
  • Create support center articles and internal resources to deliver knowledge to all customers and employees.
  • Supporting Internal teams like Sales and Product, on projects and requests, be the voice of the customer.
  • Collaborate with internal teams for budgeting, training, and hiring of support engineers.

Must Haves

  • Experience in web-hosting or a similar customer-facing role.
  • Take ownership of issues reported by customers and see problems through to resolution.
  • Research, troubleshoot, and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Crave knowledge and continue to hone and improve your own technical and non-technical skills.
  • Working with customers to identify software problems and advising on the solution.
  • Logging and keeping a record of customer/employee queries.
  • Ability to give software Demo to customers.
  • Updating the self-help manual so customers/employees can try to fix problems themselves.
  • Working with tools like WHMCS, Control Panel, Direct Admin, Plesk Panel, and WHM.
  • Technical support via chat and phone conversation.

Good to Have

  • Logical thinker & Ability to deal with difficult callers.
  • Good analytical and problem-solving skills
  • Flexible to work in 24/7 shifts
  • Completely fluent in English with excellent written communication skills.
  • Capable of thriving in a fast-paced and occasionally stressful environment interacting with multiple clients simultaneously while maintaining a professional and friendly tone.
  • A strong understanding of and experience with the following technologies: Cpanel, WHM, WHMCS or a similar billing software.
  • Familiar with WordPress: database structure, file/directory structure, wp-config.php directives, and other common WordPress topics. Experience with WP-CLI preferred.

Application Process

WordPress Course

Do you want to learn WordPress to build any kind of website you want? Then this is the only course you need to take.

View Course

Beginner's Guide to SEO

SEO isn't as difficult as you might think. Learn how to start growing organic traffic to your website with our easy to follow video .

Watch Video

Ready to get started?

Sign up for our WordPress Course today!