Support Manager

About the role

Firstbase.io is hiring an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization.

The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. It is expected to build better procedures and manage the support vendor (BPO).

Top candidates for this position will have a natural desire to work with clients and be customer-obsessed, user empathy, and can maintain a calm demeanor in high-stress situations.

What's Firstbase.io?

Firstbase is building an all-in-one Company OS to help define how founders across the globe launch, manage and grow their businesses.

More than twenty thousand founders from over two hundred countries have used our products: Firstbase Start to launch a company, Firstbase Agent and Firstbase Mailroom to manage ongoing compliance, and Firstbase Loop to get access to financial services in one click. We are building the future of company management.

Firstbase is backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies.

Why you should join

Our team is dedicated to building products & solving some of the startups' hardest problems, with particular focus on:

• Democratizing access to financial infrastructure
• Automating tasks every founder faces when running a business
• Making tools and resources more accessible to everyone, everywhere
• Building integrated solutions for founders and removing friction
• Delivering opportunity to traditionally overlooked founders and companies
• Democratizing access to knowledge

Join us on a mission to increase the number of growing companies.

Who are we looking for

We are looking for risk-takers with diverse experience able to provide fearless feedback.

You will have the following responsibilities

• Improve customer support experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear goals and deploy strategies focused towards that goals
• Develop support procedures, policies and standards for internal and external (BPO) public
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Mentor and develop customer support team and nurture an environment where they can excel through encouragement and empowerment
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Stay on top of all refunds and disputes cases
• Work with product with constant feedbacks to improve our products
• Maintain an orderly workflow according to priorities

Minimum requirements

• 3+ years of experience in customer support or customer experience
• Experience in providing customer support
• Excellent communication skills: collaborate effectively across internal teams and with external partners.
• Working knowledge of customer service software (Zendesk), databases and tools
• High integrity and a customer-first mentality;
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Self-starter mindset.
• Proficiency in English

Some perks you will enjoy

• Competitive salary & amazing equity package

We lean on some of the best market data to ensure that we offer the most competitive compensation.

• Hybrid work environment

We work both remotely & from our offices in New York City in São Paulo – optimizing for collaboration while providing flexibility to team members.

• PTO + birthday off

We offer flexibility to allow people to relax and recharge whenever they need it.

• Build your ideal work setup

We understand that how you work is extremely important, so we provide a stipend to set yourself up for success here at Firstbase.

• Health benefits

Firstbase offers health insurance reimbursements to both US and international team members.

• Learning & development

We provide a stipend together with resources to help people grow and develop in their careers

• Amazing quarterly bonuses

Every team member at Firstbase gets a bonus calculated based on personal KPIs and company growth

If you think you’re unqualified or don’t meet all the requirements for this role, we encourage you to still apply. We celebrate diverse candidates, adjacent experiences, and simply put, good people who want to build great things. If that’s you, then we’d love to meet.