Remote Customer service Jobs · IoT

A full-time Virtual Assistant is needed to join the team, in a customer facing position, providing multi-channel technical support for GPS Tracking hardware and software services. Diagnose and resolve issues related to GPS device connectivity , activation, geo-fencing, and IoT application errors. Process new subscriptions, cancellations, billing disputes, and account updates using Freshdesk CRM.

Manage the lifecycle of escalations, acting as the single point of contact for customers and internal stakeholders, and be responsible for communication through escalation closure. Build strong working relationships with stakeholders across Customer Success, Engineering, Product, and Sales. Develop key post-escalation processes, monitor escalation KPIs, and manage review meetings with senior executives.

Lead a team of Strategic Customer Success Managers that manage Axon’s largest customers and be a key strategic leader within the Customer Success organization. Identify opportunities that will increase the business and financial impact of your team, and work cross-functionally to develop and execute new programs that carry out that vision.