Customer Support Manager - CORE

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.

Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven individual to join the team.

Cin7 Sri Lanka is proud of our culture and has been officially recognised with Great Place to Work® Certification™

Leading one of our Cin7 Core Support Teams you will be responsible for providing effective and efficient assistance, troubleshooting, and issue resolution to customers and partners, ensuring their satisfaction and successful use of the Cin7 Core product and its services.

Key Responsibilities

• Leading the Core Customer Support team in providing exceptional service to customers and partners.
• Responsible for ensuring that all customer queries are resolved in a timely and efficient manner and that the team is meeting all key performance indicators (KPIs).
• Maintaining a high level of customer satisfaction by ensuring that all issues are resolved to the customer's satisfaction.
• Work closely with internal teams, including Product, Technical, Education, and Sales, to ensure that all customer issues are resolved quickly and effectively.
• Managing the team's workload, ensuring that all team members are assigned the appropriate tasks and that their work is completed on time.
• Coaching and mentoring team members, providing regular feedback, and identifying training and development needs.
• Developing and implementing customer support policies and procedures.
• Monitoring and analyzing customer support metrics to identify areas for improvement.
• Managing customer escalations and complaints.

Required Skills and Experience

• Possess excellent customer service skills to manage customer relationships and ensure customer satisfaction.
• Strong leadership skills to manage a team of customer support representatives and lead by example.
• Excellent communication skills are necessary to communicate effectively with customers, team members, and other stakeholders.
• Must possess strong analytical skills to identify trends, monitor customer support metrics, and develop strategies to improve customer support processes.
• Possess strong technical skills to understand Cin7's product and service offerings and effectively troubleshoot customer issues.
• Possess excellent problem-solving skills to identify and resolve customer issues quickly and effectively.
• Possess excellent time management skills to manage multiple tasks and priorities while ensuring that customer issues are resolved in a timely manner.
• Possess strong interpersonal skills to manage customer and stakeholder relationships effectively.

Why work for us?

• We are a fast growing business going through a huge amount of growth.
• Work From Anywhere for 30 days in a six month period
• Celebrate your birthday with a paid day off
• A Global Cin7 Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
• Medical Insurance on successful completion of probation
• Recruitment referral bonus
• Work for a Great Place to Work®

Why CIN7?

CIN7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company. 

At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.

We value diversity at Cin7, and bring people into the heart of everything we do.  We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.