Pill Command, Inc.: Buyer Assist Supervisor

Pill Command, Inc.:
Buyer Assist Supervisor

Pill Command builds software program that issues. We’re the rising chief in incident response and administration options for public security companies within the US and Canada. Our iPad app is within the palms of firefighters and different first responders whereas they reply to emergency incidents. We ship an intuitive, easy-to-use, and, above all, sturdy and dependable software program answer that improves outcomes.

Pill Command Enterprise Service is in use by 1000’s of fireplace service professionals throughout lots of of fireplace departments all through North America. Our prospects embrace San Francisco, San Diego, Denver, Charlotte, and departments in California, Colorado, Missouri, Florida, and Canada. We’re rising quickly in different areas as properly.

Pill Command is a distant group throughout the firm primarily based within the San Francisco Bay Space. Most well-liked time zones are US (Hawaii to East Coast).

As a Buyer Assist Supervisor, you may be accountable for main our buyer help operations, making certain our public security prospects obtain well timed, skilled, and mission-critical help. You’ll handle the help group, outline processes, and be the important thing advocate for the client expertise throughout the firm.

The best candidate could have expertise working remotely and managing a customer-facing help group. We search for robust communication expertise, an obsession with buyer success, and a ardour for high-quality service supply. We love maintaining with new expertise and greatest practices in buyer help, and we hope you do too.

In our software program, we worth robustness, stability, resilience, and efficiency. If our code works, lives are saved. If our code fails, lives could be in danger. We’re motivated by the truth that our work has an actual influence, and it pushes us to be higher day by day.

As part of a small, collaborative, and agile group, you’ll:

• Lead, mentor, and develop the Assist group, managing every day operations, scheduling, and escalation protocols.
• Outline, doc, and implement environment friendly help processes, insurance policies, and greatest practices.
• Handle and prioritize buyer points, coordinating with the Engineering and Product groups for bug fixes and have requests.
• Develop and keep a complete data base, assist heart articles, and inner documentation.
• Keep a powerful buyer focus, speaking to our customers instantly each time doable to grasp their wants and challenges.
• Analyze help metrics (e.g., response time, decision fee, buyer satisfaction) to establish developments and drive steady enchancment.

In your software, please embrace an instance of one thing you have created and are pleased with associated to customer support or help course of enchancment. This may be something you select: a streamlined course of, a data base article, a buyer success story, or no matter you want.

• Strong skilled expertise managing a B2B or SaaS help group.
• Expertise with help platforms (e.g., Fresh Desk, Hub Spot CRM, Zendesk).
• Data of incident administration and Authorities IT processes.
• Skill to work independently and collaborate with a distant group.
• Motion-oriented, diligent, and versatile.
• Ardour for public security and software program that impacts society in a constructive manner.
• Familiarity with Pill Command and/or public security company operations.

The Software

In case you assume you’re a good match for this place, please submit your resume together with a canopy letter, letting us know why you need this job and why you’re the greatest candidate for this place.

Your resume shall be reviewed and, if chosen, you may be scheduled for a brief telephone display screen. Throughout this name, we wish to study you and provide the alternative to study Pill Command and our group.

If we (and also you) wish to proceed, we’ll schedule a second interview with extra of the group to get to know you a bit higher. We’ll speak in depth about your expertise, your strategy to buyer help management, group administration, and drawback fixing.

The ultimate stage for profitable candidates shall be a case research/presentation problem, the place you may…