Customer Success Manager

Kraków, Poland

About the project
  • Voluum is a leading tracking software that has been serving affiliates, performance marketers and media-buyers since 2015. Our platform allows advertisers to track, manage and automate all their campaigns from various sources.
  • We’re a 60+ crew of software engineers, designers, account managers, and other talents now looking for one more.
Key Responsibilities
  • Providing 1st line of multi-channel technical support to clients of our tracking platform - Voluum
  • Main channels:
  • - Ticketing system (emails)
  • - Live chat
  • Onboarding new customers on calls
  • Handling billing and payments requests from our customers
  • Resolving chargebacks and VAT issues of our clients
  • Handling compliance reports
  • Cooperating closely with Account Management, Sales, Product Management and Development teams
  • Contributing to product development projects
  • Active engagement with the Customer Success processes development
  • Fluent English, both written and spoken
  • At least 1 year experience in customer service in IT/SaaS
  • A positive “can-do” attitude
  • Organised and dedicated with a strong work ethic
  • A basic understanding of Internet marketing
  • Technical knowledge, or a willingness to adapt to our business
  • Motivated by technical cases
  • Willing to learn and constantly improve skills and knowledge
  • Providing excellent customer service, even under high-load
Nice to have
  • Internet marketing - understanding of ecommerce and affiliate programs
  • Operating in additional languages