Job Description

Autzu is searching for a customer-focused, technically driven, experienced Customer Success Manager to grow our customer success team and manage CS operations. This role will ensure that our customers receive excellent service and support, and will play a key role in promoting our brand and reputation in the market. You will collaborate with cross-functional teams to improve SOPs, customer retention, and product recommendations to provide a better customer service experience to our users.

Role Responsibilities:

• Responding to tickets escalated to management.
• . Monitoring daily requests from fleet managers in slack to ensure CS agents are adhering to Autzu guidelines concerning driver fees and penalties.
• Ensuring CS reps (both Austin, TX based reps and outsourced overnight reps) adhere to minimum KPI's.

Act at point of contact for all internal communications for customer service issues.

• Work Cross-functionally with All market CS reps as well as outsourced overnight team leads to ensure coverage during peak periods or as a result of absent CS agents.
• Analyze Agent KPI's for performance evaluations.
• Conduct Quarterly performance reviews based on baseline KPI's.
• Work cross-functionally with Fleet managers to ensure driver issues are handled quickly and efficiently.
• Monitor agents, processes and Autzu products for recommendations to Head of Customer Success for product, process and personnel improvements.
• Work with Team to hire international Agent in phillipines or elsewhere
• Act at point of contact for all internal communications for SF customer service issues.

Requirements:

• Bachelor's degree in a related field
• 4+ years of customer service management experience
• Experience with managing and training CS reps. (internationally is a plus)
• Excellent communication skills
• Excellent at active listening, empathetic customer support
• Advanced troubleshooting and multi-tasking skills
• Proven experience with managing local and/or remote teams and customer support
• Strong attention to detail
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically and to lead
• Customer obsessed, ability to think in the customer's perspective

Perks & Benefits:

• Competitive compensation, including performance incentives
• Grow and scale with a fast-growing organization
• Opportunity to build products that will be implemented in other global markets
• Opportunity to shape the future of urban mobility

Starting Pay: $65,000-$80,000 USD depending on experience

Growth: As a startup we offer fast paced and high growth opportunities

This position will be remote to start but we're targeting someone In the Austin or San Francisco area

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