Sellics Marketplace Analytics GmbH Customer Support Manager (China) (m/f) / full time

Customer Support Manager (China) (m/f) / full time

Berlin, Deutschland

Sellics is a profitable, international and fast-growing SAAS startup from Berlin. We are revolutionizing e-commerce on the world’s biggest marketplace: Amazon.


Our software is used by small sellers and large brands to manage and optimize their sales activities on Amazon. We' were the first company to offer an Amazon SEO solution and we continue to shape this fast growing industry with cutting edge software.


We are currently in a very exciting stage. After growing quickly and having acquired over two thousand customers in Germany, the US and China over the past few months, we’re aiming at reaching several thousand customers by the end of the year.


In order to accomplish this we are extending our Customer Support team. Your goal is to help our customers get the most our of our software by providing world class support mainly via chat, but also via e-mail and phone.


We are looking for a


Customer Support Manager (China) (m/f) / full time


As a Customer Support Manager you will bridge the line between our product and the customer. The role will be focused on helping our customers to fully utilize Sellics to their purposes and to get the most out of their experience. Your main responsibilities will include handling inbound requests whilst managing customer expectations, helping customers, understanding their needs, and contributing additions to our customer support materials and our product roadmap.


Responsibilities:

  • Customer support for our chinese clients
  • Answering customer queries regarding Sellics mainly via live chat and WeChat (to a minor extent also calls and e-mails)
  • Identifying the customers’ issues as quickly as possible and provide them with the quickest and most appropriate answer
  • Resolving problems and documenting customer feedback
  • Provide customers with an amazing service experience
  • Support to build our knowledge base (FAQ, tutorials, webinars etc.)
  • Provide insights about customer needs to our product team to shape our product roadmap


Requirements:

  • Native mandarin speaker, English conversational level (German is a plus)
  • Strong written and verbal communication skills
  • Personal interest in e-commerce especially Amazon
  • Ideally, experiences in customer support
  • Ideally working during chinese times (4am - noon Europe/Berlin)


These are your benefits:

  • Interesting tasks and full ownership over chinese customer support
  • Flat hierarchies, direct contact with the founders
  • Working with a young, highly-motivated team
  • An office located in the center of Berlin
  • Take part in our exciting team trips (last year Tel Aviv, this year Miami)
  • Free food and drinks, all day long
  • Enjoying start-up atmosphere, yet earning a competitive wage in a full-time position



This sounds exactly like the position you have been looking for? Great! We would love to welcome you as part of our international team. Apply now!