Customer Support Team Manager

Eastern Time Zone

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Respondent Inc.

Recruit, qualify and pay high-quality research participants for any type of research study. Manage non-customer and customer participants for quantitative and qualitative research studies.
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Customer insights are critical to building successful products and services. However, finding and interviewing the right people to uncover those insights is a time-consuming, expensive process that often results in researcher frustration. 
Respondent is building a new category marketplace that connects researchers with high-quality participants. By reducing research timelines from 4-6 weeks to days and shrinking costs by 90%+, we make business-changing insights available to researchers of all types -- from in-house research teams at Airbnb and Microsoft to startup founders hunting for product-market fit. 
About Customer Support Team Manager at Respondent:
We are looking for someone who is passionate about leading and growing a team of front line support agents to support our quickly growing marketplace of researchers and participants. As a Customer Support Manager, you will be involved in building out a best in class strategy for our Support Team and driving the team to exceed goals.

Areas you’ll work on

  • Managing our amazing team of Support Specialists.
  • Hiring and growing the team with individuals who are passionate about support and are motivated by solving customer needs.
  • Establishing goals and metrics for performance for individuals and for the team. We want our team to know the metrics they are measured by and to celebrated when they meet and exceed goals.
  • Handling escalations for the team and being a resource as they need an additional set of eyes on issues.
  • Cross-functional collaboration with Product & Engineering to build an amazing product.

Who you are

  • You've led a team of chat Support Specialists, preferably with a background in Intercom.
  • You've built a hiring strategy and grown a team at smaller company.
  • You know what a high quality support environment looks like. You know what experts to hire, and are confident in identifying the right candidates to scale our team successfully.
  • You are comfortable giving and receiving feedback and know this a key component of building a high performing team.
  • You are passionate about motivating others and driving a team to do their best work.
  • You are results driven and enjoy setting, managing, and measuring performance metrics for your team.
  • You have a strong product mindset and can help the team translate customer feedback into actionable product requests.

We believe people do their best work when they are healthy and happy.🌟 Purpose: Be part of a team that is building a new category marketplace that will change how we conduct research forever 🌏 Work anywhere, live your life: Join us anywhere in the world as part of a fully distributed team. No commuting! We give you the freedom and flexibility to work when you want, and where you want!💎 Transparent and inclusive: Work in an environment with high trust, transparency, and autonomy🚀 Growth opportunities: You're joining at a great time and if you can keep up, you will have the opportunity to grow at the same rate as the company. We will do everything humanly in supporting you to get there.👩‍⚕️High-quality medical care 💰Competitive salary & Stock options🤓 A structured remote onboarding process and continuous training with a supportive team 🎨 Monthly Stipends for Learning & Development, Health & Wellness, and Family/Kids/Pets🏖 Four weeks of flexible paid vacation per year (need a bit more for religious or country holidays--no problem!)🏡 12 paid holidays per year👶 Parental leave - 12 weeks fully paid with an additional optional 4 weeks unpaid🌈 Company retreats for teammates to get to know one another in person (recent locations pre-Covid include New Orleans, San Antonio, and Wickenburg)!

Respondent is an equal opportunity employer
We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to solve the challenges involved in Respondent's long term success. Our dynamic team members have incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace and encourage candidates from underrepresented backgrounds to apply.

Job region(s): North America
Job stats:  7  2  0
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