漸強實驗室的主要產品是 SaaS 平台 Messaging Analytics&Automation Cloud (MAAC)，以及 Conversation Analytics and Automation Cloud (CAAC)，為目前業界領先的 MarTech 解決方案。這兩項產品服務的企業客戶，包含數百家不同產業的知名跨國企業。在漸強你所開發的功能會真正影響到人們，在生活中也常常發現自己開發的功能正在被店家所使用。
身為漸強工程團隊的一員，你會參與完整的產品開發週期，不只是交付需求，更可以提供你的想法，來影響產品走向，幫助產品成長。團隊成員都樂於分享且對技術非常有熱誠，主動學習追求各種新技術，每週都有工程討論會議，討論與分享技術大小事。我們擁抱非同步溝通，致力減少不必要的會議並尊重工程師的心流時間。自由透明的文化，可以自己安排工作時間，不受限制的假日天數，最重要的是，漸強追求彈性以及高效的工作環境。
We are seeking a proactive and empathetic Customer Support & Operations Manager to join our dynamic team. In this role, you will serve as the primary point of contact for our customers, providing exceptional assistance, resolving issues, and ensuring a seamless experience with our products and services. You will also play a key role in bridging Sales and Customer Success, ensuring seamless communication and operational efficiency.
Key Responsibilities
Serve as the primary contact for customer inquiries and concerns, providing prompt solutions and escalating complex issues when needed.
Troubleshoot and resolve customer issues promptly, ensuring high levels of satisfaction.
Manage advanced feature onboarding projects, ensuring timely execution and issue resolution.
Understand customer needs and deliver tailored solutions, escalating complex issues when necessary.
Build and maintain strong customer relationships through exceptional support and clear communication.
Build and nurture strong customer relationships through consistent and exceptional support.
Demonstrate a proactive approach in identifying opportunities to improve the overall customer experience.
Document SOPs, project details, and support guidelines to maintain consistency and knowledge sharing.
Offer timely insights and feedback to the team on recurring customer challenges to improve product offerings and service quality.
Collaborate with Sales and Customer Success to align workflows, ensuring alignment with organizational objectives.
Required Qualifications
Proven experience in customer success, account management, project management, customer support, or sales operations.
A genuine passion for solving customer problems and a customer-first mindset.
Exceptional verbal and written communication skills with the ability to adjust tone based on the customer’s needs.
A problem-solving mindset with keen attention to detail and a results-driven approach.
Demonstrated ability to manage and prioritize multiple tasks in a fast-paced environment.
Proficiency with tools like HubSpot, Zendesk, or similar ticketing systems.
A collaborative team player with a strong ability to build trust and maintain professionalism.
Advanced project management expertise and organizational skills.
Extensive experience in technical support or account management.
Comfort with providing and receiving constructive feedback.
Proven leadership skills in team management, software adoption, and scaling customer support operations.
Expertise in operational excellence, including analytical thinking, process development, communication, delegation, and planning.
Preferred Qualifications
Experience in Martech, digital marketing, or data-related industries.
Knowledge of digital marketing and analytics platforms (e.g., Google Analytics, CRM, CDP).
Expertise in operational excellence, including process development and strategic planning.
Strong ability to foster cooperation and collaboration across cross-functional teams and organizations, both internally and externally.
Experience in building and scaling customer service processes for growing organizations.
勞保、健保、特別休假、勞退、婚假、員工體檢
◎ 安心保障
法定保障-勞保、健保、勞退提撥
◎ 彈性工作環境
小巨蛋站步行 8分鐘，上下班交通方便
彈性上下班時間
採混合辦公（hybrid） ，一週進辦兩天，以配合團隊會議為主
開放式工作空間，你可以選擇在任何舒適的角落工作
◎ 公司文化
年輕團隊，扁平組織，去官僚化的快速溝通
互相包容尊重、講求效率與信任
所有的意見都會被重視，一起學習成長
◎ 福利制度
到職即享有無期限休假，只要工作能完成，連休沒有上限！(所有假別皆不扣薪)
公司提供高規的 MAC 筆電
每個月零食櫃更新，還有各式咖啡、茶，隨時補充能量
每週免費按摩，放鬆緊繃身體
定期舉辦Team Building活動，一起同樂去
每年健檢、心理諮商及物理治療補助，員工眷屬享有優惠價
◎ 進修機會
公司補助參加 Workshop 或進修課程，讓你學習到業界最新的知識
不定期的業界人士內部分享，讓你了解業界的的最新脈動 (之前請過北美 Google，矽谷工程來、大數據工程師來分享業界最新動態）
更多詳情請閱讀公司部落格：http://bit.ly/2JX3vnO
