Httpool is an Aleph company that partners with and represents major social media platforms; including Meta, Twitter, Snapchat, Spotify, Tiktok, and many others in emerging markets across Europe and APAC. We have over $1 billion in sales and 1.5k employees in 60+ countries, and we’re just getting started.
We’re on a mission to expand the reach of advertisers and partners to more corners of the world and together we can unlock and drive economic growth. Our relentless pursuit of success for our clients and partners is what boosts our growth and inspires us to power the digital ecosystem.
We’re growing fast and our ambition is huge – If you’re driven by progress and thrive on the challenge of relentless improvement, this is the role for you.
Httpool is headquartered in the UK and has offices in Austria, Switzerland, Russia, India, Hong Kong, Poland, Estonia, Latvia, Lithuania, Bulgaria, Czech Republic, Croatia, Greece, Hungary, Macedonia, Romania, Serbia, Slovakia, Slovenia, Sweden, Finland, Denmark, Norway, Ukraine, United Arab Emirates, Indonesia, Cambodia, Laos, Myanmar, Malaysia and Bangladesh. Jointly, IMS and Httpool exclusively represent over 20 media platforms in more than 45 countries worldwide.
WHY IS THIS A COMPELLING POSITION?
We are looking for a motivated SMB Customer Support Manager to join our Customer Support department to provide world class customer service to our SMB customers in Cambodia, Bangladesh & the rest of APAC region. It offers an opportunity to build and attain the best-in-class customer support experience. Httpool provides a unique international experience to its employees within a continuously evolving media landscape. It offers constant challenges and opportunities for continuous learning and growth for individuals that are passionate about digital marketing and advertising technologies. This role can be based at either one of our Httpool offices or can be a fully remote role where the candidate has the legal right to work without need of visa or employment sponsorship to support our client & customers globally.
Responsibilities
- Provide world class support to all Httpool SMB customers in a customer centric environment through the use of multiple support tools via different channels (e.g. email, chat, etc..)
- Be an effective Subject Matter Expert of Httpool SMB Products and provide local market & language expertise as required to improve overall product support experience and drive customer success
- Ensure day to day operations for SMB CS team are efficient by monitoring service levels, staffing & volume. Report system & tools outages to ensure continuous service delivery
- Manage day to day operations of SMB CS team through mentoring, coaching and providing feedback to SMB Customer Support Specialists on a regular basis
- Identify areas of opportunities of SMB CS team through QA case audits & CSAT deep dive to improve the overall support experience for SMB customers
- Create Process & Reference Documents (i.e. SOP’s, Support Guidelines, Training Guides) and facilitate trainings to improve case handling skills of Customer Support Consultants
- Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
- Manage escalations of SMB CS team technical issues and product bugs to SMB Product team and follow up to ensure timely resolution to our customers issues
- Identify and implement improvements to work flow processes and CRM Support Tools
- Generate regular reports for SMB CS team and provide data driven action items to improve the overall SMB customer support experience
- Lead implementation of projects & initiatives as assigned by the Head of Customer Support
Minimum Qualifications
- Fluent in Khmer, Bangla or other Asian/European language & effectively bi-lingual in English is an advantage
- Excellent written and verbal communication skills
- Minimum two (2) years of relevant work experience as Supervisor / Manager in customer service, contact center, advertising, e-commerce, technology or SaaS related industry
- A working understanding of e-commerce, subscriptions, online advertising, digital marketing or social media principles and support elements is an advantage
- Self-motivated and able to work autonomously
- Passion for helping small businesses with Ads platforms and technology
- Project or Program Management certifications is ideal but not required
- BA/BS degree or relevant qualifications or certifications preferred but not required
#HTTPOOL
