Customer Support Manager

Hello ✨

We're Happy Scribe, a 100% bootstrapped and profitable startup based in Barcelona, on a mission to make the internet accessible.

We offer transcription and subtitling services that combine AI with the expertise of language professionals to create a 5-star product. We're working on one of the fundamental problems of this decade: speech-to-text technology.

We're 30 people at the moment, but growing fast and profitable and we're building the team thoughtfully and with a lot of care.

About the role

As our Customer Support Manager, you'll embark on an exciting journey where you'll not only provide exceptional support to our users but also serve as the voice of the customer, driving new product development, customer insights, and even sales opportunities. Your role will be multifaceted, encompassing everything from being the face of Happy Scribe for our customers to learning about the industry and our customers' unique use cases.

With a keen focus on understanding our customers' needs and challenges, you'll play a pivotal role in shaping their journey with Happy Scribe and driving long-term success for both our clients and our company.

What you’ll do

As our Customer Support Manager, you will play a pivotal role in ensuring our customers receive exceptional assistance and support. You'll serve as the first point of contact for our customers, providing assistance through various channels such as email, chat, and others. Your responsibilities will include addressing customer inquiries, troubleshooting technical issues, and guiding users on how to effectively utilize our platform.

Becoming a product and language expert will be essential, allowing you to share your knowledge with customers and help them derive maximum value from Happy Scribe.

Key Responsibilities:

• Serve as the first point of contact for our customers, providing assistance via email, chat, and other communication channels on Intercom.

• Address customer inquiries, troubleshoot technical issues, and provide guidance on using our platform effectively.

• Onboard new users and guide them through the account setup process to ensure a smooth and seamless experience.

• Become a product and language expert and share your knowledge with customers to help them maximize the value they derive from Happy Scribe.

• Collaborate with cross-functional teams to escalate and resolve customer issues, and advocate for customer needs and feedback.

• Maintain accurate records of customer interactions, feedback, and support tickets.

• Contribute to the continuous improvement of our support processes and resources, including updating documentation and FAQs.

What you’ll bring

We are looking for exceptional individuals who will embody a customer-centric focus, demonstrating a genuine passion for delivering exceptional service and creating positive experiences for our customers. Your dedication to customer satisfaction will shine through in every interaction and decision you make.

You will bring:

• Previous B2B customer-facing experience (ideal), paired with business acumen and collaboration skills (essential). You'll not only focus on customer support tasks but also contribute to cross-functional projects and initiatives, fostering a collaborative team environment. For example, you'll spot trends and opportunities and turn them into a project with business impact.

• Empathy and patience, which allow you to understand customers' concerns while providing satisfactory solutions.

• Excellent verbal and written English

• Strong problem-solving, prioritisation and multitasking skills, which allow you to tackle customer inquiries and technical issues that have different levels of urgency and complexity.

• Curiosity and creative thinking, as you'll be challenged with solving complex problems and exploring innovative solutions.

• Attention to detail, ensuring accuracy in your responses and documentation, contributing to a seamless customer experience.

• Growth mindset and ownership mentality: you will continuously seek learning and personal development opportunities, with the aspiration to grow within the company, and take the initiative to identify and implement improvements, exceeding customer expectations at every opportunity.

Nice to haves: