Customer Care Manager

VeraCarta provides a hosted service where deal professionals can securely and conveniently communicate and negotiate deals, then sign and safeguard the resulting documents. Our focus is on high-value, multi-party transactions, where process improvements can significantly improve the process quality and lower the cost of deal making.

 

The company was founded by very experienced Silicon Valley entrepreneurs who were frustrated by the inadequate tools they had for managing their own transactions. We are planning on a private beta test in May with a public launch a few months later. VeraCarta is securely funded with a highly regarded development and executive team.

 

Our business strategy includes working closely with pioneering customers in each category where we compete and using their feedback to tune and extend our products. We are looking for a customer care manager to help us develop innovative processes to support this strategy.

 

Your initial duties will include:



-  Developing a customer support strategy and processes that are highly responsive and a key part of the customer experience feedback system

-  Working directly with customers on support calls and issues

-  Developing a customer support organization

-  Meeting with customers to conduct customer interviews

-  Translating user comments into actionable product design ideas

-  Writing customer support documentation to address common questions

 

This position is a full time, permanent position. Excellent English-language written and oral communications skills are mandatory. Knowledge of Internet technology is helpful but not required. Familiarity with the process of negotiating and closing deals would be very helpful. Compensation would be based on experience and expected contribution to VeraCarta.

 

The successful candidate will need at least:

· Consumer-level  experience with using the Internet

· The ability to clearly communicate over the phone and in person

· The ability to hear beyond what customers say to what they mean

· Excellent writing skills, with the ability to clearly summarize a problem and its recommended solution

· Enthusiasm for working in a startup environment

· Demonstrated ability to innovate and learn

· Comfortable working with lawyers, accountants, business development executives and their support staffs

 

The company is located in Menlo Park, CA. Telecommuting one or two days a week would be acceptable, and work schedule is flexible. Typical health, vacation and other benefits are provided.