Customer Success Operations Manager

Legal Documentation and Compliance:

• Handle a team to create, print, and fill in all contracts/reservation forms for property investments.

• Manage signatures and stamps for all necessary documents.

• Handle courier services for document delivery and ensure timely processing of all paperwork.

Administrative Portal Management:

• Manage the creation and organization of investment documents, ensuring accuracy and completeness.

• Oversee the ingestion of unit data into the administrative portal, ensuring all information is up-to-date and accurate.

Process Improvement:

• Identify and implement process KPIs from scratch in addition to continuous improvements to enhance operational efficiency.

• Develop and maintain standard operating procedures for all aspects of the business.

Coordination and Communication:

• Create daily, weekly, monthly, quarterly & yearly reports on all our operations & customer

support metrics.

• Coordinate with internal commercial & marketing teams to react timely on customer insights.

Reporting and Analysis:

• Track and report on key operational metrics to senior management.

• Analyze operational data to identify trends and areas for improvement.

Team Building and Leadership:

• Recruit, hire, and train a high-performing customer support team.

• Provide ongoing coaching, mentoring, and professional development opportunities for team members.

• Foster a positive and collaborative team culture focused on customer success.

Development of SOPs:

• Develop and document comprehensive standard operating procedures (SOPs) for all aspects of customer support.

• Ensure SOPs are clearly communicated, easily accessible, and regularly updated.

KPI Definition and Management:

• Identify and implement process KPIs from scratch & oversee the entire customer support process, ensuring excellent service from initial inquiry to post-investment support.

• Monitor and analyze KPIs, providing regular reports to senior management.

• Implement strategies to improve performance based on KPI analysis.

Customer Relationship Management:

• Respond to customer inquiries promptly and professionally via phone, email, and in-person.

• Act as the primary point of contact for key customers, addressing their concerns and providing tailored solutions.

• Build strong relationships with customers, understanding their needs and ensuring their success with our platform.

• Gather customer feedback and insights to inform product development and improve customer experience.

Customer Support Operations:

• Work closely with Product & Tech. teams to implement and manage automated customer support tools and technologies to enhance service delivery.

• Oversee daily operations of the customer support team to ensure timely and effective resolution of customer inquiries and issues.

• Develop and maintain a knowledge base for internal and external use.

Process Improvement:

• Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.

• Identify and implement best practices in customer support and success.

Cross-Functional Collaboration:

• Collaborate with product, sales, and marketing teams to ensure a seamless customer journey.

• Provide customer insights and feedback to inform business decisions and strategies.

Reporting and Analysis:

• Prepare and present regular reports on customer support performance and customer satisfaction metrics.
• Use data-driven insights to identify trends and opportunities for improvement.