Support Manager

Mail Blaze is an Email Marketing Platform that aims to help its clients succeed. Our brand aims to reach businesses and individuals of all sizes (and skills levels) by providing them with access to a world-class email marketing platform, guided support, and knowledge-building content.

The support manager heads up the Support team and is an integral part of the Mail Blaze team. This role requires strong accountability and proactive management of all support-related functions in line with our belief that Mail Blaze is a platform that is invested in the success of our customers.

JOB DETAILS
Position Title Support Manager
Location Remote Work
Job Type Permanent
Start Date ASAP
Salary Market related / Negotiable

KEY PERFORMANCE AREAS
Drafts, implements, and executes policies and procedures to facilitate a quality customer service Upgrade to see actual infotablish performance metrics for customer service Upgrade to see actual infovelop and implement methods to record, assess, and analyze customer feedback through Upgrade to see actual infovelop and implement training and quality assurance programs for new hires and experienced employees.
Identify and recommend updates in process, equipment, and policies that may improve customer service.
Act as a liaison between the customer service department and other divisions in the company.
Empower and Engage the Customer Service Team.
Drive quality and consistency.

CLIENT FOCUSED
Act as the Voice of the Customer across the organisation - always bringing the customer voice to the forefront of conversations.
Ensure all customer inquiries are handled in accurate and timely fashion.
Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time.
Maximizes customer operational performance by providing help desk resources and technical advice.
Identifies customer service trends and determines system improvements.
Responsible for actioning refunds.
Manually create payment records where needed.
Assigning customer to an agency.
Generate Promo codes.
Provide Manual sales report for the Finance Department.
Update company information in the database to effectively show company info in the generated invoices

TECHNICAL/PRODUCT FOCUSED
Review bounce reports and action Upgrade to see actual infocalate critical issues to the development team when needed (stuck campaigns, control down, etc.
Remove IPs from blacklists (Microsoft, Gmail, Yahoo, etc).
Work closely with the development team to optimise deliverability.
Take ownership of technical customer issues and see the problems through until resolution has occurred.
Log and test functionality improvements/bugs, once resolved notify clients (support person dealing with client) of fix
Proactively recommend system improvements based on customer/staff feedback.
Provide HTML advices/fixes to Support teaUpgrade to see actual infomber to resolve display issues

MINIMUM QUALIFICATIONS AND EXPERIENCE
Matric (Higher Grade Maths).
6 Years’ experience in technical support, preferably within an email marketing environment.
Experience in HTML, CSS.
Experience in MySQL
Knowledge of email protocol: SMTP
Good communication skills as you will be the primary technical contact in the team.

PERSONAL ATTRIBUTES
Self-motivated.
Enthusiastic.
Proactive.
Excellent verbal/written communication skills.
High level of attention to detail.
Excellent organisational and time management Upgrade to see actual infonovative thinking.
Taking full ownership of the system and the team.