Tripleseat has an immediate opening for a Customer Support Manager. Tripleseat is a fast growing start-up based in Acton Ma (@ 25 miles West of Boston) that works with the best restaurant, hotels and unique venues Event Manager in the world. If you like being part of a fast paced, fun and growing start-up then this is the place to be. To apply simply send a email to firstname.lastname@example.org include your resume and tell us why you want to come aboard. We will reach out to you to schedule an interview.
Customer Support Manager (Acton/Boston, MA)
The Customer Support Manager supports Tripleseat customers by responding to various requests, questions, suggestions, and comments via phone and email.
o Handle incoming calls and emails from customers, with the highest degree of courtesy and professionalism to resolve issues with one call/one email.
o Communicate with customers web-based tools and demonstrate professional proficiency in typing and grammar.
o Adhere to structured workday schedule to provide maximum incoming call coverage.
o Maintain customer-focus to ensure fast response times for all channels of customer communication.
o Support requests from customers usually pertaining to Tripleseat issues.
o Provide training to customers on the use of Tripleseat software.
o Document all phone contacts in Tripleseats ticketing system and all email contacts in Tripleseats email management tool.
Desired ExperienceAssociate’s Degree or equivalent
Minimum of two years’ experience in a customer service or hospitality preferable in Event Management or Front of House Management
o Solid understanding of the Internet and its technologies (email, web browsers)
o Web Browsers like Safari,Explorer, Firefox,MS Office applications, iOS.
o Ability to communicate (orally & written) correctly and clearly with all customers.
o Excellent documentation and typing skills.
o Good comprehension skills– ability to clearly understand and state the issues customers present.
o Ability to concentrate – follow customer issue without distraction to resolution.
o Good composition skills– ability to compose a grammatically correct, concise, and accurate written response.
o Work successfully in a team environment as well as independently.
o Excellent customer service skills, including maintaining focus on the customer issue amidst a bustling, fast-paced environment.
o Ability to empathize with and prioritize customer needs.
o Demonstrable interpersonal skills with a diverse customer base.
o Demonstrable conflict resolution, negotiating, and de-escalation skills.
o Demonstrate ownership to resolve challenging customer issues, escalating when necessary.
o Ability to determine customer needs and provide appropriate solutions.
o Effective problem solving skills including decision making, time management & immediate prioritization of tasks as assigned.