RESPONSIBILITIES:
(1) Client Management:
• Conducting client-onboarding/off boarding process, going on a deep dive with what the client needs and aligning it with a great solutions from WowSupport, to take notes and ensure any necessary follow-up is completed.
• Writing and sending thoughtful emails/notes to clients and others connected (client staff/OM).
• Handling certain client problems with grace and understanding. You’re the go-to customer service human in the company and will work individually with clients as needed and as they have questions.
• Client success management with focus on customer delight and client retention
(2) Team Management:
• Searching, vetting, hiring, onboarding, monitoring and off boarding customer support agents and junior salespeople.
• Enforcing values and high standards within the team.
• Ensuring admin updates, client concerns are communicated to the team
(3) Operations Management:
• Implementing operational business systems and managing processes.
• Organizing, leading, and delegating and ensuring the execution of all tasks.
• Creating and implementing division policies and SOPs and subsequently following up with team members to ensure they are understood and being followed.
• Working closely with the CEO to see the vision and direction for the division and creating and executing the necessary processes to move the company forward.
• Creating spreadsheets and implementing new systems / tech as needed to support the operations of the division and team.
• Managing the Profit and Loss statement of the division
(4) Project Management
• Helping to create team meeting processes and then leading team meetings
• Managing projects in client’s own project management software to stay on top of deadlines and ensure projects are completed on time
• Communicating with clients regarding the status of their projects and fielding any client questions
• Stepping into project processes and suggesting improvements as necessary to streamline processes
• Planning projects while taking other moving parts into consideration and scheduling tasks accordingly
• Creating and managing projects and properly delegating them to team members
• Proactively delegating tasks and follow up to ensure they are being completed
• Keeping track of project timelines and checking in with tasks and team to make sure everything stays on track
• Following up if tasks are not being completed to find out if additional support is needed
(5) Others:
• Finance and P&L monitoring (including minimizing expenses)
• Implementing new practices from the management (such as rolling out surveys or creating new processes) to better the client experience
• Understanding the vision of the CEO and creating ideas to help add to those visions
• Email and calendar management
• Reviewing and signing contracts and monitoring invoices of clients
• EOD reports every day for the first 90 days
BENEFITS AND BONUSES:
• Insurance + telemedicine (after 90 days)
• Year-end bonus
• Cross-division sales bonuses (starts at $125-250 per subscription contract)
• 14 total paid leave days (combined sick and vacation leave, US vacation/ holidays + PH holy week)
For interested applicants, please send a CV and a cover letter detailing why you will be perfect for the position. Address the letter to Karla Singson, Scalewind CEO. Use this format: Application – WowSupport Ops Manager – (name) – Location and send to fran@scalewind.com, karla@scalewind.com, margie@scalewind.com, malou@scalewind.com.
