Customer Service Manager

This position will act as a liaison between Dotsub’s clients and the production, sales and software development teams; provide product and technology-based information, answer questions, and resolve any emerging problems with respect to VideoTMS™, Dotsub’s patented and market-leading Video Translation Management System that Dotsub’s customer accounts might face. This position will be the first dedicated Customer Service role at Dotsub, and we expect this position, while initially an individual contributor, will evolve to become manager of a team within the year.

The successful candidate will have excellent communication skills, both written and spoken, in English and while the ability to speak other languages will be a benefit, it is not necessary.

Candidates should have knowledge of the language industry and should be generally technically capable as they will need to be able to understand and explain technical issues. Knowledge of similar customer success/service roles would be beneficial.

The ideal candidate will be curious, cool under pressure, a creative problem solver, helpful and as this position will be completely remote will need to be both a team player, and self-sufficient and independent

The responsibilities include:

• Create customer service processes and procedures
• Identify and assess customers’ needs to achieve satisfaction
  • Troubleshoot customers’ VideoTMS issues
• Communicate new and existing VideoTMS functionality to customers, both internal and external
• Create Platform documentation
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents

This role, as mentioned above, is a new role within Dotsub and so a vital initial part of the position is to work with existing roles and departments within Dotsub to create the function with the ability to succeed.