Customer Support Manager

Book More Showings is the 'go to' company for real estate agents in North America to grow their businesses with online lead generation, sales coaching, and systems building. We provide agents the tools they need to scale their business using our advanced systems which achieve incredible results.

What makes Book More Showings different? For one, the founders of this company, William and Sagar, are successful agents themselves. Their goal is to attract and help the best agents thrive and earn more money using the same strategies William and Sagar used to grow their real estate companies. William and Sagar have earned millions in commissions over the years and have a keen understanding of what it takes to dramatically improve a real estate agents business.

ROLE:
Customer Support Manager (CSM) manages the success and support of all our clients. CSM's understand that they are more than just "Customer Support", they are the backbone of our clients success and go the extra mile to ensure that all of our clients achieve success in their business. They must be professional, an effective communicator, and excellent at building rapport while understanding and solving problems. They are motivated by helping our clients achieve the highest level of success. CSMs understand that good customer support is a pleasant experience that leaves the customer wanting to come back and buy more.

RESPONSIBILITIES:
- Provide outstanding customer support via Intercom, ensuring our real estate agent clients have a seamless experience with our services.
- Offer technical support, troubleshooting issues related to our platform and digital tools including GoHighLevel, FollowUpBoss, Facebook Ads, Google Ads, and other CRM's our clients may be using.
- Assist clients with Facebook ads and Google ads, including setup, management, and optimization.
- Monitor client accounts, ensuring they achieve their desired outcomes and resolve any issues promptly.
- Develop and maintain strong relationships with clients, understanding their needs and providing proactive solutions.
- Document client interactions and issues, ensuring accurate records in our support systems.
- Identify opportunities for upselling additional services or products to enhance client success.
- Collaborate with other teams to ensure a cohesive and effective customer experience.
- Prepare reports on client success metrics and provide insights to the management team.
- As the company grows, take on the responsibility of managing and training a team of support professionals.

RESULTS:
- Maintain a high level of client satisfaction, measured by client retention rates and positive feedback. Ensure clients feel supported and achieve their desired outcomes using our services.
- Ensure that all client interactions, issues, and solutions are properly documented in our CRM (Intercom) by the end of each day, providing a clear and up-to-date record for all stakeholders.
- Resolve client technical issues efficiently, with a target of resolving 90% of support tickets within 24 hours, ensuring minimal disruption to the client’s business operations.
- Assist in the management and optimization of client Facebook and Google ads, aiming to improve campaign performance and achieve client KPIs consistently.
- Regularly engage with clients to identify potential issues before they escalate, ensuring proactive support that enhances the client experience.
- As the company scales, successfully onboard, train, and manage a team of customer support professionals, ensuring the tea ---------- ets or exceeds performance targets.
- Stay well-versed in the latest updates and best practices related to our platform and digital marketing tools, contributing to the continuous improvement of client services.

REQUIREMENTS:
- Proven experience as a Customer Success Manager, Technical Support Specialist, or similar role.
- Strong understanding of digital marketing, specifically Facebook ads and Google ads.
- Experience using Intercom or similar customer support platforms.
- Excellent communication skills, both written and verbal.
- Ability to manage multiple clients and prioritize tasks effectively.
- Problem-solving mindset with a focus on delivering solutions.
- Experience in managing or leading a team is a plus.
- High level of organizational skills and attention to detail.
- Ability to document processes and detailed guides on how to solve problems.
- Ability to work independently and as part of a remote team.

SUPPLEMENTAL PAY:
- Bonus opportunities for clients who "Ascend" and renew their contract with our company or purchase more services available. Your role and other roles in the department will have the opportunity to earn bonuses for earning additional sales.
- Hourly wage to increase as you settle into the role and prove that you can perform.

HOW TO APPLY:
- Please use the link below to be directed to our hiring team who will communicate with you via email after receiving your submissions:

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