آگهی‌های استخدامی

استخدام Customer Support Manager

گروه اسنپ | Snapp Group
تهران، تهران

شرح موقعیت شغلی

About the Role:
We are looking for an experienced professional to lead our support operations, ensuring smooth onboarding, vendor training, efficient ticket management, and continuous improvement of SLAs. The role focuses on driving customer satisfaction, optimising processes, and leading the support team to deliver exceptional service quality.

Key Responsibilities:




  • Oversee end-to-end support operations, including installation, activation, vendor training, and license management.
  • Design, implement, and monitor ticketing processes (prioritisation, SLA management, and escalation).
  • Develop and standardise training materials, ensuring effective knowledge transfer and vendor readiness.
  • Lead and coach the support team, including shift planning, performance monitoring, and coaching.
  • Define and implement SOPs, runbooks, and escalation paths (L1 → L2 → Product/Infrastructure).
  • Collaborate with internal teams (Sales, Accounts, Product, Finance) to ensure smooth handover, resolve issues, and manage vendor-related matters.
  • Provide feedback and reports to product and operations teams based on ticket trends, bugs, and vendor satisfaction.
  • Prepare and present regular dashboards and reports on SLAs, resolution times, satisfaction rates, and root cause analyses.

Key Success Metrics (KPIs):




  • First Response Time & Average Handle Time within targets.
  • Stable SLA achievement and resolution rates.
  • High vendor satisfaction (CSAT/NPS) and training completion rates.
  • Reduction of backlog and improved adoption/activation rates.
  • Must-Have Qualifications:
  • Strong proficiency in Excel (Pivot Tables, Lookups, Charts).
  • Hands-on experience with call centre operations and workforce management.
  • Solid background in process management and structured reporting.
  • Experience in software support (preferably POS/Retail or B2B environments).
  • Familiarity with CRM/Ticketing systems (e.g., Zendesk, Freshdesk, HubSpot, Jira).
  • Excellent communication skills with a focus on vendor experience and conflict management.
Nice-to-Have Qualifications:




  • Experience with POS hardware (printers, barcode scanners, cash registers).
  • Familiarity with reporting/dashboard tools (Power BI).
  • Basic knowledge of SQL for data extraction.
  • Previous experience working in digital commerce, fintech, or marketplace ecosystems.
  • Work Conditions:
  • Full-time, on-site role with flexibility for shift management and peak-hour support.
  • Reporting to the Director of Sales & Operations.

مهارت‌های مورد نیاز

  • مدیریت ارتباط با مشتریان
  • ارتباط با مشتریان و پشتیبانی
  • پشتیبانی

حداقل سابقه کار

  • بیش از شش سال

جنسیت

  • مهم نیست

وضعیت نظام وظیفه

  • مهم‌ نیست

نوع همکاری:

تمام وقت

دسته‌بندی شغلی:

پشتیبانی و امور مشتریان

تاریخ انتشار آگهی:

۱۴۰۴/۰۶/۲۳ (منقضی‌شده)

مشاغل مشابه

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