Infinity Business Services

Customer Support

• Manage customer support operations and handle L2 & L3 client escalations efficiently
• Act as the key point of contact for client concerns, ensuring timely issue resolution
• Monitor customer interactions and ensure adherence to service standards and SLAs
• Provide regular updates and reports to clients regarding issue resolutions

Customer Support Operations Manager

Customer Success Manager

• Lead, mentor, and oversee a team of 3–4 Account Managers handling multiple client portfolios.
• Oversee all client communications to ensure consistency and professionalism.
• Monitor key performance indicators such as retention rate and SLA adherence.
• Work closely with Operations, HR, and Technical teams to ensure smooth execution of processes.

Senior Client Success Manager

Marketing

• Serve as the primary point of contact for assigned clients
• Understand client goals, brand voice, and ensure alignment across all social media and admin deliverables
• Conduct regular check-ins and review meetings with clients to provide updates and gather feedback
• Lead and mentor a team of 2–3 Virtual Assistants managing social media and admin tasks for clients
• Oversee workload distribution, task assignments, and ensure timely delivery of work
• Train, guide, and monitor team members to maintain quality and consistency
• Develop and implement social media strategies tailored to client objectives
• Oversee content creation, scheduling, publishing, and reporting across multiple platforms (Facebook, Instagram, LinkedIn, Twitter, etc.)
• Ensure compliance with Meta, Google, and platform policies to avoid account issues
• Coordinate and supervise Virtual Assistants managing client’s administrative processes

Marketing Manager

Social Media Manager

• Plan, create, schedule, and publish content across social media platforms (Instagram, Facebook, LinkedIn, Pinterest etc.)
• Design basic creatives using tools like Canva
• Write compelling captions with relevant hashtags and CTAs
• Engage with followers: respond to DMs, comments, and mentions
• Monitor trends and suggest content ideas and strategies
• Prepare weekly/monthly performance reports (engagement, growth, reach, etc.)
• Repurpose long-form content into social-ready formats (e.g., quotes, reels, carousels)
• Maintain a content calendar and ensure consistency in tone and posting
• Coordinate with the client/team for updates, approvals, and feedback

Customer Support Operations Manager

Senior Client Success Manager

Marketing Manager

Social Media, Virtual Assistant