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Customer Service Director

1 week ago

Canberra, ACT, Australia Karbon Full time

About Karbon

Karbon is a leading practice management software provider for growth-oriented accounting firms worldwide. Our award-winning cloud platform streamlines work and communication, enabling accounting firms to save time and boost productivity.

Our globally distributed team is based in various locations, including the US, Australia, New Zealand, Canada, the UK, and the Philippines. We're a well-funded company with a fantastic team culture built on our core values.

We're seeking a Customer Support Manager to join our team. As a key member of our support team, you'll be responsible for providing exceptional customer service, resolving issues efficiently, and driving customer growth.

  1. Provide top-notch support to our customers via video and technical chat, offer training on our platform to enhance client satisfaction, and ensure significant value is derived from our customers within 90 days of purchase.
  2. Foster growth in existing customers 90 days post-purchase by guaranteeing they can fully leverage all features and functionality, promoting awareness, and adoption of our product.
  3. Increase participation in free service offerings such as webinars and onboarding programs.
  4. Achieve a working knowledge of our platform's value proposition and existing/future customer needs.
  5. Assist in completing customer-facing activities, including updating client data, support resources, and support videos as needed.
  6. Solve customer problems by building partnerships, driving product adoption, and ensuring customers realize the value proposition from their investment.
  7. Identify potential customer churn risks and implement value-add actions to mitigate it. Develop a repeatable process that others can follow as we expand.
  8. Advocate for customer feedback internally, providing input to Product and Engineering teams for improvements and road mapping.
  9. Collaborate with Education and Product/Customer Marketing teams to produce enhanced vertical- and industry-specific assets that drive customer engagement.
  10. Partner with internal stakeholders to ensure operational excellence.
  11. Help grow our global support team and processes.