Socialbear®
Account Manager (Digital Customer Support)
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Salary: £35,000 - £40,000 per annum (depending on experience)
Role: Account Manager (Digital Customer Support)
Hybrid working: You will be working in our Canary Wharf office 3 days a week with 2 days a week working from home.
Perks: You will benefit from perks such as free wellness events, Apple Macbook, Team socials, monthly progression and an amazing office - located in Canary Wharf.
The role is split into 2 parts; Digital Customer Service and Account Management. This hybrid role requires knowledge within both Digital Customer Management (we use Zendesk, Freshdesk, Sprinklr, Ringover and AgoraPulse) and Account Management - in order to grow the business sustainability with our clients.
To be successful in this role, you will need to have strong writing, organisation and communication skills. As well as previous experience within digital customer service, managing large teams of customer support agents, communicating with brands online and a deep passion for customer success.
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You will also need an eye for operations to ensure projects are running efficiently and within budget.
What the role entails:
- Effectively responding to all client inquiries and requests promptly & effectively.
- Ensuring accuracy remains consistent on all client accounts.
- Initiating and sustaining relationships with clients and prospects, as assigned to you by your Account Director.
- Reporting on performance and analytics of Customer Service performance to clients.
- Managing and setting up Email, Live Chat, Voice and Social Media customer support for new clients.
- Recruiting, managing, and growing a team of freelance Customer Support Agents and Account execs who over time will assist you in delivering your business objectives.
- Confidence in training a team of agents remotely and in-person.
- Generating new business ideas and case studies that can be quickly turned into new sales leads the business.
- Ability to manage client budgets.
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To be a successful candidate, you will need:
- Come from an Account Management or Account Executive background previously.
- Minimum 2 years agency experience. This can include experience within a digital marketing agency.
- Prior use of Zendesk, Freshdesk, Sprinklr, Ringover and AgoraPulse for digital customer service (or similar online tools).
- Need experience with both digital customer service and Account Management.
- Qualified to a degree level is desirable.
Socialbear is the global leader in Customer Service and Community Management, powering support for some of the world’s biggest brands. Human customer support built for the 21st century.
Benefits:
- Company events
- Health & wellbeing programme
- Work from home
Schedule:
- Monday to Friday
Education:
- Bachelor's (required)
Experience:
- Account management: 1 year (required)
- Digital Customer Support: 1 year (required)
- Zendesk
Work Location: Hybrid remote in London
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