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Customer Support:
- Lead and mentor the support team to promptly resolve customer issues.
- Monitor performance, train agents, and ensure all SLA times are met.
- Manage Tier 3 Slack channel and ensure proper ticket creation in Zoho Desk and Jira.
Paid/Professional Services:
- Guide customers through paid support, onboarding, and training for a smooth experience.
- Ensure adherence to paid services processes and notify the COO of any issues.
- Conduct data imports and QuickBooks conversions as needed.
Performance Monitoring:
- Track key metrics like customer satisfaction, product adoption, and retention rates.
- Prepare monthly reports for the COO and other stakeholders.
- Oversee Accounts Receivable and collections tasks by assigned agents.
Yellow Labs Software, Inc
Yellow Labs Software, Inc. develops CustomBooks, a global Cloud ERP product for businesses. The company operates remotely and focuses on customer success and support.