Customer Service Manager

New York  · Full-time

Sorbet is a first-of-its-kind fintech solution using technology to reimagine Paid Time Off. We’re creating a future where employees are empowered to choose how to spend their time to improve their financial health and well being, while helping employers reduce the $272 Billion in balance sheet liabilities due to unused vacation days (Paid Time Off).

 

Founded by a seasoned team of Finance and Tech professionals and backed by top tier investors including Viola Ventures, Global Founders Capital and Meron Capital, Sorbet has offices in Tel Aviv, New York City, and Kiev.

 

We welcome people from all backgrounds. If you’re curious, passionate, collaborative, and want to create real impact in people's lives, come work with us!

Job description

Sorbet is looking for a motivated Help Desk Manager to join our growing New York office. The Manager will work closely with our management team to build and lead the company’s customer service efforts.

Main Responsibilities

  • Work with management to build the customer service operations of the company, including processes and workflows, knowledge base and troubleshooting procedures

  • Conduct training for representatives and assist in the hiring process

  • Lead the day-to-day operations of the service center, supervise and assist the additional representatives

  • Analyze tickets volume and topics and provide daily, weekly and monthly reports to management

  • Be the first point of escalation for customer’s questions and issues

  • Act as front-line triage for incoming support requests

  • Answer technical, service and product questions from customers via live chat and email

  • Deliver solutions that will satisfy and engage customers

  • Escalate advanced questions or issues through appropriate channels

  • Document cases accurately and thoroughly in the CRM system

  • Identify and report product improvement ideas from customers

  • Perform other operational and administrative support as requested by the business.

Requirements

  • 2-3 years of experience in a customer service center a must

  • Experience in leading a customer service team – A plus

  • Proficiency in Zendesk Support Ticket System tool

  • Familiarity with HubSpot – A plus

  • Ability to think on your feet and solve problems quickly

  • Ability to communicate advanced concepts to all audiences

  • MUST BE ELIGIBLE TO WORK IN THE US FOR ANY EMPLOYER. No visa sponsorship or opt opportunities available

  • Excellent communication, typing and grammar skills

  • Must be a self-starter with a strong sense of accountability

  • Collaborative and work well with others

  • Have curiosity and desire to learn new concepts

  • Enjoy working in a fast-paced, ever-evolving environment.

  • Ability to receive tasks and work independently. 

Apply for this position

We’re looking forward to getting to know you! P.S. we offer FREE ice cream!

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