Manager - Support & Escalations

4 days ago

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Thrive Global

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human resources • well-being • science • healthcare

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Description

• Lead a team dedicated to delivering exceptional customer support and resolving escalated issues. • Manage escalations of all levels, ensuring swift and positive outcomes. • Identify, develop, and execute strategies to improve overall customer satisfaction and response times. • Manage communication and reporting of our Service Level Agreements (SLAs) with customers. • Provide input in customer meetings on our technical architecture, security protocols, and AI policies. • Play a key role in the quality assurance process, providing valuable feedback that influences product development.

Requirements

• 5+ years in customer support and managing escalations, in a technical environment • 1+ years people management experience • Strong leadership skills, with the ability to mentor and guide a support team • Excellent communication skills, able to confidently speak to customers and break down complex technical topics into easily understandable points • Demonstrated ability to build cross-functional relationships and drive strategic projects • Data-driven mindset with experience in automation, trend analysis, and support metrics • Strong understanding of technical architecture, security policies, and AI systems • Ability to manage multiple priorities, from customer escalations to strategic roadmap initiatives • Passion for quality and product improvement through hands-on QA involvement

Benefits

• A competitive compensation package • Medical, dental and vision coverage + 401k program with company match • Generous paid time-off programs • Ability to develop within the company and shape our growth strategy • A human-centric culture with a range of wellness perks and benefits