Customer Success Manager

Location

Bangalore | India

Job description

Position: Customer Success Manager

Work Mode: Work from home (Remote)

Minimum Experience: 4 years in Customer Success, Advanced Excel skills and Sales

Work Shift: AU Shift (from 6 AM IST)

Book An Artist - Who are we What problem are we tackling

We are Book An Artist. Founded in Melbourne, Australia in 2019, Book An Artist is a platform that simplifies the process of finding and hiring artists. Imagine Airbnb for sourcing local artists. Book An Artist solves two main problems through its marketplace: Buyer - the extreme inefficiencies around finding and booking trustworthy artists, and Artist - access to jobs for creatives looking for new work opportunities.

We've experienced huge growth over the past 24 months. We currently live in Australia, the United Kingdom, Singapore, New Zealand, Canada, and the United States. We have over 1300+ artists on the platform (with over 8,000+ signups). Our mission is to create the best place for people to discover and hire artists across the world.

With your help, we have ambitious goals to continue to scale as the world's biggest artist marketplace.

Role Description

This is a full-time remote role for an Operations Manager.

The Operations Manager will be responsible for overseeing day-to-day operations, managing workflows, and improving processes for artist, onboarding, and client satisfaction while leading the Customer Success team (2 people) and reporting to the Head of Operations & and the CEO.

The Operations Manager will require you to work in the Melbourne Timezone (specific time zone), interacting closely with the Customer Success Team.

Highlights of the Role:

• Running Excel analyses across various sources and consolidating them into insightful reports.
• Reviewing reports to extract actionable insights and guiding junior team members on necessary actions.
• Providing assistance on highlighted orders within the system as needed.
• Supervising a team of 2 customer support staff, handling user-raised tickets, including making final decisions on refund requests and payments.
• Communicating effectively with artists and customers via chat and phone to resolve escalated tickets personally.
• Conducting ad hoc analyses or fulfilling data requests from senior team members and delivering insights accordingly.

About You:

• Advanced Excel skills and proficient data analysis abilities.
• Demonstrated experience (minimum 3 years) in managing direct reports.
• Strong prioritization skills, capable of managing workloads effectively and allocating time between report generation and task delegation.
• Proven track record of regularly reviewing reports to enhance business funnel performance and measuring execution.
• Meticulous attention to detail, ensuring accuracy in work before deriving insights.
• Comfortable making final decisions on arising issues without escalating every case.
• Ability to work independently and remotely
• A team player in a start-up environment.

• If you meet these qualifications and are eager to contribute to a dynamic team environment, we encourage you to apply.

Job tags

Salary