Workato is the operating system for today’s fast-moving business. As a high growth company with over 6000 customers, Workato is revolutionizing the integration and automation market with investments from the top 3 SaaS companies - Salesforce, Workday, ServiceNow. Recognized as a leader by both Gartner and Forrester, it is the only AI-based platform that enables both business and IT to integrate their apps and automate workflows across their enterprise with robust security and governance. Some of the world’s top brands including Slack, Grab, Box, Visa, Broadcom run on Workato.

We are looking for an exceptional Customer Support Manager to join our growing team. In this role, you will work closely with the Product Support and other members of the Customer Success team to drive operational excellence in customer engagement.

Workato has a positive, diverse, and collaborative culture—we look for people who are curious, inventive, smart, hardworking and work to be a little better every day. Workato has also been recognized amongst the “Top 47 Enterprise Startups to Bet Your Career On in 2020” and the “Hottest 13 Productivity Software Startups to Watch in 2020!” by Business Insider.

Responsibilities

  • Being a team leader of Level 1 & 2 product support team located in the Philippines to ensure 24/7 support

  • Train, monitor and coach Level 1 & 2 product support team

  • Supervise day-to-day operations of the support team; approving leaves, schedule swaps, and work from home requests

  • Monitor production metrics of product support team with the aim of resolving customer issues in a timely manner.

  • Documenting solutions to customer issues, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our supported applications

  • Develop and maintain key dashboards to be used by the Customer Success team in tracking customer management indicators (e.g. time taken to resolve issues)

  • Generate both quantitative and qualitative analytical reports that provide insights and areas of improvements for existing business processes

  • Develop and execute process improvement projects

  • Coordinate cross-functional processes (with Sales and Product teams) to deliver on customers’ needs, as well as following up with Product team to ensure permanent fix is prioritized, planned and delivered

  • Resolving or coordinate the resolution of issues with other internal teams or external application support team where necessary

  • Communicating and providing status updates on issues to business users, management team and other stakeholders

Requirements

Technical Skills

  • A Bachelor of Science Degree in Computer Engineering, Computer Science, or Information Technology

  • Experience in leading a product or technical support team for US or SaaS companies

  • Good technical troubleshooting and debugging skills

  • Knowledge of business applications (e.g. Salesforce, Google Suites, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite)

Soft Skills

  • Excellent verbal and written English communication skills

  • Excellent leadership and interpersonal skills

  • Good team player with strong analytical skills and proactive mind-set

  • Results and client orientation

  • Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

  • Excellent client management

  • The availability to work full-time ASAP

  • Willingness to work on shifting schedules

  • Keen to learn new applications and software

  • A valid passport

Why Workato?

At Workato, all full-time permanent employees will have the following Benefits. 

  • Training Opportunities in Singapore

  • Long-term prospects for a professional career

  • Flexible Work culture

  • Workato Stock Options at one of Silicon Valley’s fastest-growing startups

  • Pantry stocked with healthy snacks and drinks

  • HMO + 1 Dependent (after 6 months probationary period)

  • 20 Service Incentive Leaves (after 6 months probationary period)

  • Employee of the Month Award

  • Referral Bonus (customer / employee)

  • Performance Bonus (variable)

  • Company-sponsored team building events

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