Jam Pan’s team is growing and we’re setting up an operational hub in Sheffield to support the release and ongoing operational support of our new platform. We’re looking for one person initially (and more in the next six months) to help define how Jam Pan will work operationally with our new platform. Once the platform is live, it’ll be all about providing a great experience for our users, ensuring they are supported throughout the project lifecycle.

What is Jam Pan?

Jam Pan is the only skills matching marketplace that connects businesses to thousands of digital learning freelancers and agencies, who provide fresh approaches with a wide range of services. Organisations engage directly with the Jam Pan community to avoid paying over the odds when going through traditional managed service providers.

Organisations post a project brief on the Jam Pan platform which automatically matches the skills the clients is looking for with our registered freelancers and agencies. Using the platform users can review suppliers profiles, costs, portfolios and ratings and reviews from previous projects.

The Role – Customer Support Manager

Jam Pan is on the hunt for a Customer Support Manager to join the Jam Pan team, who will deliver and support a great customer experience on the Jam Pan Platform. We’re also planning to expand our team further in the coming months.

Responsibilities and KPIs

Management of Platform Workflow
-Jobs (projects) added vs Jobs filled
-Responding to support tickets
-Identifying new clients
-Cross Selling/Up selling premium services
-Identifying workflow blockers and progressing users

Customer Experience
– User sign ups
– Quality of user profiles
– Premium service offerings
– Supplier retention
– Client attraction

Jam Pan Community Communications
– Prompt resolution of telephone enquiries
– Skype chats
– Live chat responses and resolutions

Management of CRM
– Maintain workflow of CRM leads and deals
– Report on lead to sale conversion rates
– Implement new features and ways of working with off-the-shelf software

Product Enhancement
– Identify and report platform bugs
– Test bug fixes
– Identify feature enhancements to improve customer experience

Reporting/Analytics
– Key metrics for Jam Pan platform and CRM to help identify required changes, improvements and confirm campaign successes

Acquire and apply knowledge of online Marketplaces in freelancer space – The gig economy
– New platform feature suggestions
– New target markets suggestions
– Blogs read/liked
– Linkedin followers
– Twitter followers

Skills and KPI (example only)

Create and maintain spreadsheets with reasonably complex formulas and graphs
– Monitoring platform activities and make recommendations based on reported results

Provide excellent customer service
– Receive great feedback from platform users

Understand and report issues with online systems
– Work with technical teams to determine and resolve issues quickly

Maintain and improve operational processes
– Ensure maximum efficiency with operational processes and recommend improvements

Collaborate with teams online remotely
– Work collaboratively with remote teams using tools such as Slack, Asana, Google Drive, Skype, Live chat and customer engagement tools.

IT
– Systems 100% in use
– Number of recommendations adopted

Attributes: Highly Professional Business Manner, Empathy, Resilience, Commerciality, Demonstrates passion, Works well Independently and as Part of a Team

We’re looking for people with a broad skill set, who love to work across multiple disciplines and want to achieve. Someone who loves talking to people and providing a great service, has an analytical mind, likes to solve problems and thrives on results. Ideally you’ll have experience within the Learning and Development sector, however, this is not essential.

We offer highly flexible working arrangements, with smart and well-renowned people in our sector within a rapidly growing digital business. Benefits include Pension, Health (tbc after probation) and 24 days annual leave.

If you’re looking for a new challenge where you can demonstrate your skills as a highly-motivated self-starter, who is super organised, then get in touch, we want to talk to you.

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