Customer Care Manager

We believe in a world where growth thrives across borders and cultures. As an EOR, Atlas employs people to work for companies anywhere in the world. Before we came along, the only businesses offering a similar solution were essentially brokers. They'd outsource your HR and payroll services to third-party providers in different countries. Today, we're the only 100% Direct EOR in the world, partnering with clients to get to market 82% faster, at a reduced cost, and with lower risk through local expertise in over 160 countries.

Atlas technology powers the idea that companies can employ whoever they want, wherever they are in the world. Through our cloud-based platform, we deliver the Human Resources infrastructure that underpins international growth, leaving companies free to focus on the strategy that makes it happen. We partner with our clients through their international life cycle from the first dip in the global pool until the moment it's time to set up their own entities and run payroll. Atlas is here from point A to point Z.

The future of work is borderless, and so are we. So, it helps that our people are located around the globe — in the US, UK, India, China and beyond — and speak 90+ languages. Diversity and inclusion are at our core.

Atlas invests in Environment, Social and Governance initiatives through our impact program. Impact is central to our vision as a business and at the heart of our culture. Through impact we are addressing our environmental impact for society, for the planet and for our long-term success. Employee wellness, diversity and charitable activities are at the core of our social responsibility. Impact ensures Corporate Governance operates ethically and responsibly while preserving our customers and employees' trust.

Position Overview

This is a great opportunity for someone who has Support experience, preferably in B2B SaaS and HR/Employer of Record sector. This individual will be our customer's first point of contact, as well as their bridge to various other teams in the company: Customer Success, Operations and Product & Technology amongst others. As a Customer Care Manager, you will be responsible for helping to solve all kinds of problems for customers around the world, from sign-in issues to operational and billing questions and beyond. We're looking for someone with outstanding communication skills, who is autonomous and proactive by nature and can quickly understand the essence and best solution for an incoming issue or service request. Important to know is that we are still in the process of identifying what Customer Support looks like. You won't just come in and plug into a well-oiled Support machine. You will be actively engaged in helping us to become exactly that; an efficient and well-functioning team that delivers best-in class customer support As this team grows and scales, we expect the Customer Care Manager to take the lead in training and mentoring new team members (Customer Care Specialists) who will be direct reports.

Key Responsibilities will include:

- Team leadership: lead, motivate, coach & develop a team of customer care specialists over time
- Core Customer Service - you master the skills of effective communication, problem solving, customer-centric mindset, and strong cultural awareness.
- Investigate and research complex customer requests and identify, solve and/or escalate issues to other specialist areas so they can be resolved as quickly as possible.
- Provide timely problem resolution to our customer or redirect cases to the appropriate internal resources, following internally agreed standards and workflows.
- Implement strategies to enhance customer loyalty and retention
- In-depth research into necessary resolution by using and interpreting all available company resources.
- Initiate status reports to customers when delays occur in responding to an inquiry, as required.
- In case of platform related questions and issues, you will work closely with the Product and Development teams to ensure they get the needed customer feedback for bug fixes and product enhancements.
- Process improvement: Identify opportunities to streamline workflows and improve efficiency
- Turn customer questions into useful content: articles, how-to videos, and other support materials such as FAQs, user manuals created with Scribe,
- Contribute to our internal support team resources, including writing canned responses/saved replies, adding to our internal knowledge base, and making suggestions for process improvement.
- During down time, you might be asked to support with specific tasks or projects that can include mass-communications to our customers, benefits renewals, ad-hoc reporting, survey sending, etc.
- Help lead the rollout of new support channels on future roadmap.
- Participate on change management activities related to Customer Support across the team and overall organization.
- Reporting on SLAs and KPIs: measuring and improving overall customer satis