MobiusEngine | Customer Support Representative

Job description
About the Role:
We are looking for a proactive and tech-savvy
Customer Service Manager
to lead our customer support team and drive operational efficiency through process automation. The ideal candidate will have strong customer service skills combined with technical expertise in SQL and AppScript to streamline workflows and enhance the overall customer experience.
Key Responsibilities:
Customer Service Management
Oversee daily operations of the customer service team to ensure timely and effective support.
Monitor and analyze customer service metrics (e.g., response time, resolution time, satisfaction rate) and implement strategies for continuous improvement.
Handle escalations and provide solutions to complex customer issues.
Process Automation & Optimization
Develop and maintain scripts and tools using
Google AppScript
to automate repetitive customer service tasks, such as ticket routing, email responses, and data updates.
Write and optimize
SQL queries
to analyze customer data and generate actionable insights for service improvement.
Identify bottlenecks in customer service workflows and implement automation solutions to enhance team efficiency.
Collaboration and Reporting
Work closely with other teams (e.g., product, sales, and operations) to address customer feedback and improve the user experience.
Generate regular reports on customer service performance and present recommendations to leadership.
Provide training and guidance to the customer service team on using automated tools and workflows.
Qualifications:
Bachelor’s degree
in Business, Information Systems, or a related field (or equivalent experience).
2+ years of experience
in customer service management or a similar role.
Proficiency in
SQL
for data analysis and report generation.
Hands-on experience with
Google AppScript
for task automation.
Strong problem-solving and analytical skills with a focus on process improvement.
Excellent communication and leadership skills.
Familiarity with customer service tools (e.g., CRM systems, help desk software) is a plus.
Why Join Us?
Innovative Environment:
Work with a forward-thinking team focused on leveraging technology to improve customer experiences.
Career Growth:
Opportunities to advance your career and take on new challenges.
Flexible Work:
Enjoy the flexibility of remote work with a focus on results.
Impactful Role:
Play a key role in shaping the future of customer service within our organization