Customer Support Manager

About Profitero+:

Profitero+ is a leading global SaaS commerce platform that uses predictive intelligence to help brands anticipate, activate and automate their next best action to fuel profitable growth. Our technology monitors 70 million products daily, across 700 retailers and 50 countries, helping brands optimize search placement, product content, pricing, stock availability, reviews and more. News outlets, including Good Morning America, The Wall Street Journal and Ad Age frequently cite and trust Profitero+ as a source of data for their stories. Now’s an exciting time to join our fast-growth business.

Location: Hybrid role based in Shanghai, China - Remote 

Languages: Fluent written and spoken in English

Applicants must already possess the legal right to work in China. Visa sponsorship is not available for this position.

About the role:

As a Customer Support Associate you will be working with Profitero+ customers to help them with product questions and ensure their success with Profitero+. You will play a critical role in the company and be responsible for fielding technical questions and solving unique problems and requests.

What you'll do:

• Act as the voice of clients to convey insights / interpretations of clients’ requests to the product and engineering teams and provide assessments in order to collaborate with the internal teams to work out the best way to address clients’ demands.
• Field technical issues from Profitero+ clients.
• Be an expert in Profitero+ data maintenance processes and Profitero+’s eCommerce platform
• Solve for unique problems and requests and provide guidance to clients on how best to organize and maintain their data.
• Monitor Zendesk queue and ensure timely actioning of tickets

Who you are:

• You have strong client facing experience or up to 3 years of experience
• You have experience working with ticketing systems such as Zendesk or Jira
• You have strong analytical and troubleshooting skills
• You are resourceful with a problem-solving aptitude
• You have strong critical thinking skills used to solve complex data accuracy problems
• You have excellent client communication skills
• You are an intermediate level in Excel or higher
• Fluency in business English both written and verbal is a Must
• Fluency in business Japanese both written and verbal is value-added

What you’re good at:

• Client communication and handling escalations to restore client’s trust
• Handling client calls in high stress situations and providing expert solutions
• Solving problems and prioritizing
• Excel
• Technical troubleshooting

Why you want to work at Profitero+:

Profitero+ cares about its employees. As a company we feel that as our employees are always going the extra mile, so should we. That’s why we offer fantastic benefit packages to our employees, including:

• Smart, genuine and cool people work here
• Hands-on on-job training to enable your fastest career growth
• Fast business growth provides you with opportunities in handling multiple roles / assignments that enrich your working experience that continue adding value to your career development
• Access to Personal Learning Development Library
• Working location is in Shanghai but you can work from home remotely
• 15 days annual leave days on top of China public holidays

Profitero+ is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero+ recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

Be part of a company on forefront of eCommerce revolution where you will learn a lot and be a catalyst to turbo-charging your skills, experience and career