Customer Service & Experience Manager

SQUARE SIGNS ARMENIA

- Lead and develop our Customer Support team (email, chat, phone) - Own HubSpot Service Hub (SLAs, ticket types, workflows, routing, macros) Improve CSAT, response times and agent performance through clear processes & QA - Build automation and partner on AI-powered support tools (auto replies, classification, knowledge suggestions) Manage and expand our knowledge base (help articles, guides, FAQs, videos) - Capture customer feedback, objections and trends; deliver monthly Voice of Customer insights - Work with CRM/Lifecycle to collect customer attributes (industry, use case, goals) and enrich HubSpot profiles - Support review generation (Trustpilot, G2) and handle complaint resolution - Partner closely with Product, Prepress/Design and Operations to minimize errors and improve customer experience

- 4+ years in Customer Support leadership (e-commerce or SaaS preferred) - Strong experience with HubSpot Service Hub or similar helpdesk/CRM - Skilled in building SLAs, processes, routing structures and automations - Experience running QA programs and coaching agents to improve quality - Data-driven mindset; comfortable with dashboards, trends and KPIs - Strong communicator; able to collaborate across Product, Marketing, CRM and Operations - Night shift flexibility (19:00–03:30) and strong commitment to working in-office during those hours - Bonus: Experience in printing / signage / customized products, prepress familiarity or AI-driven support tools

Send your CV + LinkedIn to hr@squaresigns.com Please mention in your application that you have learned about this position from MyJob.am