<div>Every company needs high-quality leads but where should you start? Introducing Leadbird We generated Meeting-Ready-Leads generated using AI - Only Pay Per Lead - No Monthly Retainers - Work With Experts Powered entirely by a tech stack that we've built in-house - Quicklines.ai - Inboxy.io - GetEmy.io - Scrubby.io 50+ clients and over 8,000 monthly users</div>

Leadbird

<div><span style="color: rgb(0, 0, 0);">As the Customer Support at Leadbird, your role involves managing and optimizing our customer support operations across Leadbird's SaaS portfolio. You will ensure that our customers receive exceptional support and have a seamless experience with our products.</span></div><div><br></div><div><span style="color: rgb(0, 0, 0);">This includes:</span></div><div>1. Customer Support Management:</div><ul><li>Oversee customer support operations across Leadbird's SaaS products.</li><li>Manage and optimize the performance of the Customer Support Managers (CSMs).</li><li>Ensure timely and accurate responses to customer inquiries.</li><li>Implement strategies to improve customer satisfaction and retention.</li></ul><div>2. Systems Checks:</div><ul><li>Perform daily system checks on Leadbird's SaaS portfolio to ensure all services are running smoothly.</li><li>Identify and resolve any issues proactively.</li></ul><div>3. Response Time and Quality:</div><ul><li>Monitor and manage CSMs' response times and the quality of their replies.</li><li>Provide coaching and feedback to CSMs to enhance their performance.</li></ul><div>4. Standard Operating Procedures (SOPs) and User Guides:</div><ul><li>Create and maintain SOPs and user guides for all SaaS products.</li><li>Ensure documentation is up-to-date and easily accessible to both customers and internal teams.</li></ul><div>5. Onboarding:</div><ul><li>Conduct onboarding calls with new SaaS customers to ensure a smooth transition and effective use of our products.</li><li>Address any questions or concerns during the onboarding process.</li></ul><div>6. Overall Customer Support:</div><ul><li>Provide exceptional customer support and act as an escalation point for complex issues.</li><li>Analyze support trends and provide insights and recommendations to the leadership team.</li></ul><div><br></div><div><span style="color: rgb(0, 0, 0);">As Leadbird is a fast-growing startup, your responsibilities will vary over time, but these core responsibilities will remain the same:</span></div><div><br></div><div><span style="color: rgb(0, 0, 0);">Daily:</span></div><ul><li>Monitor and respond to customer inquiries.</li><li>Perform system checks and resolve any issues.</li></ul><div><br></div><div><span style="color: rgb(0, 0, 0);">Weekly:</span></div><ul><li>Review and manage CSMs' performance.</li><li>Prepare and analyze customer support metrics and trends.</li></ul><div><br></div><div><span style="color: rgb(0, 0, 0);">As Needed:</span></div><ul><li>Provide insights and recommendations to the leadership team.</li><li>Conduct training sessions for CSMs to improve their skills and knowledge.</li><li>Develop and update SOPs and user guides.</li><li>Conduct onboarding calls with new customers.</li></ul><div><br></div>