Customer Care Supervisor
Masabi provides mobile ticketing solutions to transit agencies around the world and is transforming the way that people ride public and private transportation. Our JustRIde Platform is a SaaS platform that is leading the evolution of mobile ticketing platforms and smart-city connectivity worldwide.
This role will make you an expert using and supporting our mobile ticketing products and your relationships with our customers will make you an authority on how our customers use our products and the day to day challenges they face. You will be the key advocate for the customer and set an example for how exemplary customer care is managed in our industry.
We are looking for an exceptional client facing Customer Care Supervisor to support JustRide customers at the most vital transit agencies who are seamlessly connecting commuters with mobile ticketing solutions and the smart-city connectivity of today’s world. In this role, you will initiate our first line Customer Care program and represent the face of Masabi at all levels within a transit agency/authority and must bring delight and surprise our customers with stellar response, and professionalism.
Located in our London, UK office you will be the hub for Customer Care excellence and be an integral part of the growing Services Team.
Key Areas of Responsibility
First Contact Customer Care Response: Be the front line individual responsible for inbound Customer Care contact. Bring high energy and people skills to the forefront in every interactions. Treat our customers with honesty, responsiveness and integrity; Bring your natural curiosity to play and let your creativity and tenacity solve not just an individual incident but spend time looking into the bigger picture.
Support Escalation Management: Use your customer advocacy skills and work cross functionally to carry and solve the problem all the way through by interacting and supporting development, product management, quality assurance and account managers. Be part of the problem solving team and rationalize the information gathering into actions and results for our customers.
Incident Management and Reporting: Understand the customer landscape and health index by implementing and managing the numbers. Use systems and metrics to guide decision making processes for support, development and product management. Use data to illustrate and support account health conditions and hold teams accountable to service level agreements and agreed response timeframes.
Service Level Management: We hold ourselves accountable through service level management and the Customer Care manager is the owner of our practices. The standard of a service level agreement is more than the paper; it is about attitude and resiliency to insure that breaches do not occur so you will need to be a “think-ahead” kind of person. Sometimes incidents occur and in these cases it will be your responsibility to bring together the Masabi team to respond, resolve and prevent; and deal with customer communications and response strategies in an agile, professional way.
Support Infrastructure Management – Masabi is a growing company both in the UK and Internationally (North America and Europe). The Customer Care manager has to plan and manage our support infrastructure from the service desk management products through to the on-call response guidelines; standard troubleshooting guides and technical support documentation
– Strong customer first attitude who can advocate for transit agencies/authorities
– Hyper-responsive and creates a sense of confidence in their daily customer interactions
– Exceptional written and verbal communication skills
– Natural curiosity and investigation skills
– Able to create strong cross functional relationships in a positive and productive way
– Detailed oriented and able to multi-task effectively
– Familiarity with customer care processes and solutions; call center, support center and ticketing systems
– Developer of work structures that are well understood and operationalized and measurable
– This role would suit a “people person” with the drive and ambition to be a part of a very successful team changing the commuter experience all over the world
2-5 years in a technical support or customer care role.
How to Apply
APPLICATIONS FROM RECRUITERS WILL BE REJECTED
Please send a copy of your CV and a brief cover note (see below) with the subject: “I am applying for: Front End Developer” to firstname.lastname@example.org.