Customer Support Manager
Are you ready to be part of something big⁉
Factbird is a dynamic and innovative scale-up that's revolutionizing the world of IoT. Our solutions focus on data collection and production monitoring, and we're passionate about creating engaging and exciting features and products that increase efficiency and profitability by removing friction from production processes.
Become part of a team that is built on mutual respect, collaboration, and passion for providing above-and-beyond experiences. A team who are not afraid of pursuing bold ideas while having fun. The opportunities to grow and learn are limitless, and you will make an impact on our Product Development team, working closely with teammates and top customers around the world.
- We are Nice!
- We’re Collaborative. We’re in this together!
- We’re Solution-Focused. For every problem, we’ve got a solution!
- We’re Understanding.
- We Celebrate Individual Contributors.
- We are committed to creating a diverse and inclusive global workplace, which encourages you to achieve any goals you may have while having fun along the way!
Who we’re looking for
You're someone who loves diving into things, especially when everything's moving fast. Talking to people? That's your thing, whether it's typing away, chatting online, or picking up the phone. You're big on setting goals, working hard to reach them, and feeling right at home in a place where your efforts get a shout-out.
As a Customer Support Manager at Factbird, you'll oversee customer satisfaction, leading a team of 3-4 dedicated individuals in the vibrant world of tech support. Your role is to ensure a seamless customer experience for our cloud and hardware products during Danish business hours while managing your fantastic team holding down the fort in the United States.
We see customer experience as a secret weapon that sets us apart from the rest. If you feel the same way, are super into customer experiences, pay attention to the nitty-gritty details, and are eager to dive in and make customers rock their experience, you might be the perfect fit we're searching for!
What you’ll be doing:
- Technical troubleshooting: Address and resolve technical issues related to hardware, software, and network systems to ensure a seamless customer experience.
- Build our support playbook from scratch.
- Address user inquiries, delivering professional and timely technical support.
- Maintain accurate records of all support activities, including system configurations, and customer follow-ups.
- Ensure compliance of all IT systems with relevant laws, regulations, and best practices.
- Conduct end-user training on hardware and software systems, along with basic troubleshooting techniques.
- Identify the root cause of hardware, software, and SaaS faults, offering effective tier 1 troubleshooting assistance to customers.
- Draft clear and well-structured service tickets, ensuring prompt resolution through follow-up.
- Analyze and enhance the Net Promoter Score (NPS)
- Improve customer engagement practices by analyzing and enhancing support activities.
- Collaborate with the customer success team to develop onboarding manuals and tutorials.
- Take responsibility for updating and maintaining help center content.
- Collect and analyze data on customer insights.
What makes you a great fit?
- Educational background in Computer Information systems or similar fields (Bachelors, AP degree).
- Minimum of 3 years of experience in Customer Support or troubleshooting roles.
- Hands on technical/troubleshooting experience.
- Experience with CRM, ticketing and bug-tracking systems (Zendesk).
- Strong customer support experience as well as interpersonal skills with internal and external partners.
- Ability to prioritize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
- Ability to influence clients effectively while troubleshooting.
The Factbird Story 🚀
Factbird originated from the Emendo consulting group, recognized for its prowess in lean manufacturing and process optimization. While our roots are deep in this heritage, we have charted our unique course, standing at the forefront of manufacturing intelligence software today.
At Factbird, we pride ourselves on delivering plug-and-play hardware that can be installed in minutes. When paired with our innovative web-based software, our solutions provide you with insights accessible from any device, anywhere.
With our presence in over twenty-five countries and offices in Denmark and the United States, we are scaling significantly across the globe. Currently, we have a team of 50+ talented employees based in Denmark, the United States, Germany, and Sweden, dedicated to our mission, and our system is used by 200+ manufacturers worldwide daily.
At Factbird we take care of our people. Here is what we offer.
- Employee Equity Program - because we believe in sharing success with our team.
- Flexible working hours - we know life can be unpredictable, and we want to help you balance your work and personal life.
- Internet reimbursement
- You choose your gear: this includes your company phone, laptop, and other accessories.
- Plans for career growth, tailored training, mentorship, and cross-team cooperation - we are committed to helping you achieve your career goals.
- Great and structured onboarding - we will give you the tools you need to succeed.
- Tuesday run with our coach Ole, and Thursday morning yoga sessions at the office.
- Factbird days and companywide retreats
- An international, diverse, and inclusive culture - our team includes people from sixteen different countries, and we value everyone's unique perspective and background.
Ready to join the Factbird Team? 🎉
Join us in shaping the future of data collection and production monitoring by submitting your application today. Please feel free to pass this information along to anyone you know who a suitable candidate may be!
We thrive on fresh perspectives and welcome those who ask the kind of questions that spark innovation, helping us constantly improve and explore new horizons. At Factbird, we welcome you to be your authentic self. We support each other to be the best we can be. Come join us!
Our interview process includes an initial call with our recruiter, followed by a conversation with our Product Development team, and a final meeting with our Chief Product Officer. During the interview process, we will also include time for you to meet the rest of the team. If you have any questions, reach out to Khristel Aparicio (email@example.com).