Customer Care

Customer Engagement Manager

Timisoara Full time Senior level
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At 123FormBuilder, we believe in the power of gathering and managing data in the most efficient ways, with the aim of improving business processes and helping companies work smarter. Our forms & surveys Software-as-a-Service solution allows users to do just that, as easy as 1-2-3. Since 2008, we have been enthusiastically delivering customer-centric technology and, today, we have over 2 million users spread across 186 countries.

We are currently looking for a highly experienced Customer Engagement Manager, that will help us in managing our talented Custom Care Team ( 2 Teams consisting of 16 colleagues managed now by two Team Leaders). Our Headquarter is in Timisoara and the majority of our users are from the US, Canada & UK, so the communication is done primarily in English via email, live chat & occasionally by phone.

RESPONSIBILITIES

  • Assist subscribers in getting product value through email & live chat;
  • Drive sales by recognizing the opportunities and assisting through the purchase/renewal process through email & live chat;
  • Improve subscribers product onboarding through email, live chat & phone;
  • Employees have a clear professional path established & communicated (process as a whole and periodic meetings including yearly review & one-on-ones);
  • Team members are becoming better professionals;

YOUR BENEFITS

  • Attractive salary package;
  • Meal tickets;
  • Yearly bonus based on company growth and individual achievements;
  • Private medical insurance business package;
  • Full access to gyms/fitness centers across the country (7Card);
  • Birthdays celebration with birthday cakes and gift vouchers;
  • Social gatherings and events, workshops, hackathons, happy hours and company retreats;
  • Professional growth opportunities such as trainings, online courses, conferences;
  • Access to relaxation rooms with Xbox, ping pong, board games and more;
  • Daily on-site massage;
  • Flexible work schedule and the flexibility to work from home up to 10 days / month;
  • Memorable team buildings;
  • Health in a basket full of fruits daily + breakfast snacks;
  • Rivers of coffee, tea, and soft drinks;

REQUIREMENTS

  • Great leadership skills needed while managing the 16 colleagues team;
  • Tool wise skills ( eg. Zendesk, SnapEngage );
  • Big picture vision in forecasting mid and long term team results;
  • Collaborative approach in order to work with the Senior Team members;
  • Thirst for knowledge while being informed on the latest practices and knowing the competitors;
  • Great experience in a similar role ( eg. Call Center Manager, Customer support Manager ) for IT related products;
  • Great communication skills, both written and verbal;
  • Customer and result-oriented;
  • Able to inspire as a manager;

About the company

We believe in easily gathering data to improve business so we're developing a powerful online form builder that allows anyone to create forms and surveys as easy as 1-2-3. With 3 brands in our portfolio and an investment from 3TS Capital Partners, we're rapidly growing and looking for talented web developers to join our team.

Our systems are 100% built on the scalable infrastructure of AWS. We're working with cutting edge technology to measure and understand user behaviour and ultimately take data-driven decisions.