Customer Support Manager - Chicago

Copado is looking for talented, hardworking individuals with great energy, leadership, and initiative to drive delivery and customer success for one of the fastest growing applications in the Salesforce ecosystem.

Copado is a fast-growing organization that believes in it’s people to enable our business to scale and grow. Operating out of WeWork locations around the world, we provide our people with flexible working environments and benefits for our international organization.

The Customer Support Manager must have Salesforce platform experience and demonstrate the ability to ensure our customers are provided the best customer experience and support by directly assisting our customers and helping to create customer support policies and processes to meet the demands of our growing customer base. 

Our users count on our platform to be highly reliable, lightning fast, supremely secure, and to preserve all of their customizations and integrations every time we ship.

As the Customer Support Manager, a typical day might include:

• Resolve customer service issues and skillfully manage complex customer service problems.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported Copado ́s application.
• Resolve customer service issues and skillfully manage complex customer service problems
• Respond to customer requests that have been escalated
• Create knowledge base materials dedicated towards operational efficiency.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Review support cases for technical and troubleshooting accuracy.
• Identify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasive.
• Actively participate in job related training.
• Complete assigned project responsibilities.

This job might be for you if:

• You have 3 - 5 years experience within the Salesforce ecosystem in a support role.
• You love building relationships and have a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals
• You have exceptional communication skills and a real desire to help customers reach their goals.
• You are highly organized and have a positive attitude and are a natural problem solver.

Bonus points for:

• Previous experience with Salesforce platform support
• Previous experience with DevOps solutions

You might be a fit for Copado if:

• You are energetic and enjoy working in a fast-paced global environment
• You love working in an agile environment and continuously strive for improvement
• You take ownership of your work and are committed to making our customers successful