We seek an experienced Customer Service Manager to operationalize our customer support activities at Ambi Labs.

Your primary responsibilities will be to standardize our customer support processes to increase scalability, categorize issues to identify underlying issues, and to build and manage an offshore customer support team.

Reporting to our VP, Operations, you will build up a multi-tier customer support function, including general customer enquiries, first level technical support, and you will coordinate with our product development team for escalated technical support.

You will build and manage customer support in multiple languages, including English, Cantonese, and other Asian languages. You will plan, document, and train offshored customer support executives on our standardized customer support processes, and will develop an in-house database of support materials for these teams.

You will also review and expand our online customer knowledge base, with the goal of providing sufficient self-serve materials for our customers to resolve common issues. You will analyze customer support issues, tracking resolution time and common underlying issues to identify ways to improve processing time and reduce support enquiries on common subjects.

In consultation with senior management, you will identify customer support resource requirements, and proactively manage resources to reduce customer support bottlenecks.

Ideal candidates will be familiar with agile project management techniques, and will be comfortable communicating with team members through daily standup meetings and working collaboratively planning sprints.

As our close-knit team works at a quick and iterative pace, you should be highly motivated and passionate about continually improving customer support, and maintain a current knowledge of best practices in an iterative manner.

You should be eager to learn and to explore new ways of doing things. If you like the sound of our vision and feel this could be a good fit, we’d love to hear from you. We believe passion and team fit are a key part of our recruiting philosophy – so if your skills aren’t an exact match, feel free to drop us a note anyway!

Requirements

• Native or near native English
• University degree or higher
• Experience with handling customer support enquiries
• Experience in documenting and planning customer support processes
• Experience managing a team of customer support executives

Advantageous Skills & Specifications

• Strong, team-oriented communicator
• Prior experience of working in a start-up environment
• Experience in working with offshore customer support executives
• Experience in sourcing and qualifying offshore customer support partners