platform growth manager of Customer ServiceDFO Global

ABOUT US:
DFO is on a mission to create and deliver superior eCommerce software, marketing, and products to make the world a better place. To accomplish this, DFO needs people that love:
Performance marketing
Technology
E-commerce
People and the world!
DFO is global in operations, culture, and language, with offices in New York, San Diego, San Francisco, Toronto, Vancouver, Mexico City, Sao Paulo, The Hague, Amsterdam, Hong Kong, Ho Chi Minh (Saigon), Brisbane, and Manila.
OVERVIEW:
DFO is looking for a Platform Growth Manager of Customer Service with a passion for eCommerce, technology, processes and delivering an amazing customer service experience to customers and staff alike.
Working alongside with the management of customer service, your responsibility is to take ownership of the configuration, maintenance and continuous improvement of DFO's customer service tools. You serve as a go-to expert of Zendesk and Five9 and provide non-stop technical solutions to improve customer satisfaction and the efficiency of the department. You are at the forefront of data and technology solutions to enhance overall customer service performance.
YOUR RESPONSIBILTES:
Roll out strategic initiatives into business processes and technical solutions
Manage all aspects of configuration: users, groups, roles, permissions, triggers, automations, dynamic content
Troubleshoot and resolve bugs and system performance issues
Change management- train the organization and agents on new technology and feature roll-outs
Work with the brand teams to ensure technology supports brand strategy
Constantly research and roll out new features to help increase customer satisfaction
Optimize and fine tune existing and new processes and process flows in Five9 and Zendesk
YOUR SKILLS:
Minimum 2-3 years of experience with system administration, ideally Zendesk and Five9
Strong Customer Service & Success background
Strong technical knowledge of customer service related platforms
Ability to design and implement new processes and facilitate user adoption
Knowledge of customer service processes in an e-commerce environment a must
Ability to effectively communicate technical information to non-technical users
Excellent written and verbal English language skills
BENEFITS:
Attractive salary and benefits
Best hardware
Education allowance
Premium medical insurance
DFO CULTURE:
Exciting and diverse team, all around the world!
Value given to ideas and opinions
Friendly coworkers!
Hosts of the best performance marketing party in the world
HOW TO APPLY:
Please apply with your cover letter, resume, and your portfolio if you have one
Apply Now! If you love eCommerce, join our mission!
DFO Global

Manila City, Metro Manila
Permanent
Full-time