Customer Success Manager

Social Discovery Group • Remote (United States) • 2m ago

(https://socialdiscoverygroup.com/about-us/)Social Discovery Group (https://socialdiscoverygroup.com/about-us) (SDG) is a global technology company that builds apps at the intersection of dating, social, and entertainment. The company's portfolio includes 70 social discovery platforms with a focus on AI, game mechanics, and video streaming. We actively support and invest in social discovery startups worldwide through our CVC fund.

More than 500 million people in 150 countries enjoy our products, and we strive to have ten times as many.

SDG invests (https://socialdiscoverygroup.com/investments) in social discovery technology startups around the world. Our Investments (https://socialdiscoverygroup.com/investments) include Open AI, Patreon, Flo, RAW, EVA AI, Clubhouse, Woebot, Flure, Astry, Coursera, Academia, Harbour, Space, Auto1, DocSend, AppAnnie, Rapyd, Boom Supersonic, Trading, View, K-Health and many others.

We solve the problem of loneliness, isolation, and disconnection with the help of digital reality.

Our digital nomad team of more than 1200 professionals works all over the world. Together, we are solving the prevalent problem of loneliness and shaping Social Life 3.0 — a new digital reality where people will be able to fulfill their needs for communication and attention from other people and artificial life forms.

Our teams of digital nomads live and work remotely from Cyprus, Malta, the USA, Thailand, Indonesia, Hong Kong, Japan, Australia, Poland, Israel, Turkey, Latvia and many others.

We are looking for a Сustomer Success Managerfor one of our investment products.

Your main tasks will be:

Handling incoming user requests;
Ensuring a high level of customer support within SLA parameters (response time, user satisfaction);
Manage escalations of complex cases and collaborate with internal teams to resolve them;
Collecting and sharing user feedback to improve the product;
Contributing to the creation of a knowledge base and documentation for internal processes;
Maintaining reporting on key support metrics.

We expect from you:

Experience with ticketing systems (e.g., Zendesk, Freshdesk);
Experience working with databases;
Knowledge of SLA processes and customer support metrics;
Basic technical knowledge (working with mobile applications, functional testing);
Excellent Russian and English proficiency (C1 or higher); knowledge of additional languages is a plus;
Ability to analyze data and provide reports.

What do we offer:

REMOTE OPPORTUNITY to work full time;
Vacation 28 calendar days per year;
7 wellness days per year (time off) that can be used to deal with household issues, to lie down and recover without taking sick leave;
Bonuses up to $5000 for recommending successful applicants for positions in the company;
Full payment for professional training, international conferences and meetings;
Corporate discount for English lessons;
Health benefits. If you are not eligible for corporate medical insurance, the company will compensate you with up to $ 1,000 gross per year per employee, according to the paychecks. This can be spent on self-purchase of health insurance or on doctor's fees for yourself and close relatives (spouse, children);
Workplace organization. The company provides all employees with an equipped workplace and all the necessary equipment (table, armchair, wifi, etc.) in our offices or co-working locations. In the other locations, the company provides reimbursement of workplace costs up to $ 1000 gross once every 3 years, according to the paychecks. This money can be spent on the rent of the co-working room, on equipping the working place at home (desk, chair, Internet, etc.) during those 3 years;
Internal gamified gratitude system: receive bonuses from colleagues and exchange them for time off, merch, team building activities, massage certificates, etc.