Details zum Jobangebot
About Our Client
Our client exceptional Customer Support is considered critical to customer success. Customer Support possesses the ability to delight and retain customers, support account expansion and lead identification, increase customer sophistication, enable product adoption, and catalyze customer-focused product development. As a Customer Support Manager at the hiring company, you will play a key role in growing the Customer Support team to deliver exceptional experiences at scale.
You will collaborate with your team to motivate Technical Support members to align actions with core company goals, foster a strong distributed team culture, and establish responsive talent management systems. An ideal candidate will possess refined people management skills, experience in scaling a SAAS Support offering, proactive collaboration with operations and product partners based on customer insights, and a track record of expanding team services with premium or international offerings. Candidates within the U.S. can work remotely.
What you’ll do:
- Manage the staffing and capacity of Customer Support team members to consistently deliver high-quality agent experiences to customers.
- Collaborate with the Director of Customer Support to make decisions on enhancing the scale and impact of operations through case reduction, self-service, and process improvement initiatives.
- Proactively identify risks, develop action plans, and make data-driven decisions on team investments and growth. Engage in both scheduled (e.g. weekly, monthly, quarterly) and triggered cycles (e.g. escalated issues) to provide insights to partners across Support and beyond.
- Possess in-depth knowledge of the key drivers of excellent customer support. Utilize data to drive support enhancements and customer-centric decision-making across partner teams.
- Coach your team on expanding their impact by developing skills in prioritization, analytical thinking, stakeholder management, and structured problem-solving.
- Collaborate with your team to conduct targeted experiments while adopting a structured customer-first approach to expand Support operations.
Who you are:
- You have over 8 years of professional experience leading an evolving Support practice within a SaaS organization. You excel in leading in dynamic, fast-paced environments.
- Experience in directly managing a high-performing distributed team on technically complex cases, case reduction efforts, product launch readiness, and during high-stakes situations.
- Strategic problem solver with a focus on people, systems, and processes, knowing when to dive deep into details and when to have a high-level view to drive results efficiently.
- Passionate about preventing cases and enhancing customer experiences in collaboration with product and engineering teams.
- Lead by example with a growth mindset, willingness to coach and delegate, and a people-first approach.
- A first principles thinker, capable of clearly articulating viewpoints verbally and in writing based on experience, data, and logic. Possess strong analytical skills.
- Bonus points if you are an enthusiastic user of the hiring company's products, leveraging them to enhance internal and external experiences.
Salary Range
$151,200—$226,800 USD San Francisco Bay Area, New York City, and Los Angeles.
For all other work locations (including remote), the base salary range is $136,100—$204,100 USD.
