Senior Manager, Customer Support

4 days ago

🇺🇸 United States – Remote

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

💝 Customer Support

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Multi-Shop / Franchise Management • Auto Repair Software • Mechanic Software • Digital Vehicle Inspections • Auto Repair Labor Guides

51 - 200 employees

💰 Venture Round on 2022-03

Description

• Lead Customer Support department driving successful outcomes and long term customer satisfaction. • Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email. • Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance. • Drive operational efficiencies in support, resolving prioritized issues faster and more effectively. • Manage critical customer escalations to successful outcomes enabling credible referenceability. • Gather results, analysis, quality control metrics for training and support service improvements. • Work collaboratively with internal stakeholders to build customer success programs for new product offerings. • Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.

Requirements

• 5+ years of experience in a leadership role overseeing customer support, preferably in a Saas environment. • Expertise in customer service operations, processes, and infrastructure in support. • Prior success implementing the process infrastructure that supports repeatable and scalable growth • Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. • Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction. • Experience successfully recruiting, building and training world class teams. • Excellent collaboration skills and team focus. • Clear understanding of core drivers of Customer Success.

Benefits

• Flexible and remote work opportunities • Generous PTO • Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones • Excellent Medical, Dental, Vision and Prescription Drug Coverage • 401(k) Retirement Savings Plan with a 6% Match • Employer covered STD, LTD, Life and AD&D Insurance Programs • Up to $60 monthly for wellness expenses and activities • Education Assistance- includes undergraduate/graduate courses and continuing education