Description:
Raken is a cloud-based, mobile, collaboration platform for the construction industry — we empower the people who build the world! Our goal is to transform the way the world builds by introducing technology to a 7,000 year old industry. To achieve this, we aim to attract unique, passionate people to the cause. We believe that faster, better reporting will improve the working lives of nearly 10% of the US labor force—the percentage of people currently working in construction. Helping turn the worst part of their day into the easiest (and fastest) is why we do what we do! We work with Commercial, Residential, and Specialty Contractors of all shapes and sizes; including many of the largest construction companies in the world.
The Customer Support Manager is responsible for engaging directly with prospects and paying customers via chat, phone, and email. This role includes answering questions, leading training sessions, and guiding customers on best practices to ensure their success with the Raken application.
To succeed in this position, you must be able to manage multiple projects in a fast-paced environment, work independently with minimal supervision, and demonstrate strong problem-solving skills. Clear and concise communication is essential to delivering an excellent customer experience.

SKILLS, QUALIFICATIONS AND ATTRIBUTES:

• 1 to 2 years of customer support experience
• Smart, ambitious, and willing to learn and grow
• Love to help others and empathize with users of all experience levels
• Have outstanding writing and communication skills
• Enjoy solving problems and learning new things
• Thrive on change as the product evolves
• You’re a self-starter and will try to solve any problem before asking for help
• Be reliable, optimistic, super-organized, and tech-savvy
• Strong multi-tasking ability
• You can easily jump from phone support to email to chat and back again

• Help customers be successful through calls, email, and chat communication
• Quickly assess needs, troubleshoot issues, and report bugs
• Welcome and onboard new customers
• Provide web demos and webinar training with customers
• Own customer growth opportunities that arise
• Help customers setup accounts and implement best practices
• Respond to customer questions and recommendations quickly and completely
• Monitor existing accounts and help clients be successful
• Answer/Return phone calls/chat/emails promptly
• Achieve Customer Success goals, including a series of personal and initiative Key
• Performance Indicators (KPIs), towards the company goal
• Punctuality and regular attendance
• Additional duties as assigned
  Requirements: