- Professional
- Bureau à Boston
About the Role
As a Manager of Customer Support at Validity, you will be responsible for ensuring Validity provides a best-in-class support experience. You will leverage your previous success in developing regionally distributed, scalable, and efficient support teams that manage a mix of cases, phone, and chat interactions to maximize overall team performance and provide efficient customer service. The role requires you to be passionate about establishing and maintaining a culture of continuous improvement starting from hiring the right people, to building a consistent level of expertise and following up with on-going professional development for your team. Finally, as a Manager - Customer Support, you will inspire and motivate teams by identifying and eliminating barriers and/or limits which constrain the team and keep them from reaching and exceeding goals on a regular basis.
Team Dynamic
To be successful here, you must be:
As a Manager of Customer Support at Validity, you will be responsible for ensuring Validity provides a best-in-class support experience. You will leverage your previous success in developing regionally distributed, scalable, and efficient support teams that manage a mix of cases, phone, and chat interactions to maximize overall team performance and provide efficient customer service. The role requires you to be passionate about establishing and maintaining a culture of continuous improvement starting from hiring the right people, to building a consistent level of expertise and following up with on-going professional development for your team. Finally, as a Manager - Customer Support, you will inspire and motivate teams by identifying and eliminating barriers and/or limits which constrain the team and keep them from reaching and exceeding goals on a regular basis.
Team Dynamic
To be successful here, you must be:
- Highly customer-focused - passionate about delivering consistently positive customer experiences. You will ensure your team takes ownership of customer issues, demonstrates empathy and acts with the appropriate level of urgency to resolve cases.
- A role model who leads by example, collaborates well cross-functionally and communicates effectively within your own team. You are willing to roll up your sleeves to get the job done, inspiring and supporting your team along the way. No job is beneath you.
- Someone who demonstrates a positive and constructive approach to management, supporting the company‘s objectives, exercising sound judgement, gaining alignment and providing effective direction within the team.
- A good communicator with attention to detail, strong follow through and excellent written communication skills
- Continuously looking for operational and service delivery improvements; able to execute improvement initiatives by developing and implementing new processes.
- Effective at resolving issues systemically - identify the root cause of problem areas to prevent reoccurrences
- Metric-driven, able to measure, monitor, and achieve team KPIs
- Manage the daily workflows of a global support team, monitoring email product support queues, handling escalations, and driving consistent service levels.
- Conduct regular team training to improve product knowledge, communication, and problem-solving skills.
- Closely monitor support KPIs (e.g., response time, resolution time, CSAT) to ensure service excellence.
- Evaluate cases and create reports to drive improvements.
- Manage and bring conclusion to ticket escalations.
- Review the internal Support process regularly, identify process gaps and determine solutions to resolve them.
- Stay deeply involved with the needs of your team, what they are working on, and what they are concerned about, and regularly communicate this back to upper management.
- Provide career development planning and guidance to your team, meeting 1:1 with direct reports on a regular basis.
- 2+ years directly managing a ticket/case-based support team.
- 4+ years in a customer support role.
- Demonstrated success managing a team of support representatives; proven experience in a role with similar responsibilities and requiring the above-mentioned competencies
- Success in meeting/exceeding Customer Support KPI's - such as Time to Resolution (TTR), minimizing Backlogs, and improving Customer Satisfaction metrics.
- Experience building reports and analyzing data to effectively drive process improvements and improved client experiences.
- Experience in a growth-stage company, managing hyper-growth and change within a team.
- Excellent written and verbal skills.
- Experience with Salesforce Service Cloud ticketing system and Salesforce Agent Force
- Experience with the use of AI to improve support efficiency and effectiveness.
- Experience in Email Marketing SaaS a plus.
