Senior Manager of Customer Support
Remote
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We're looking for a people and process focused Senior Manager of Customer Support to help us deliver timely and delightful customer experiences at scale. Youâll be responsible for managing and growing a team of dedicated support specialists and will report to our Director of Customer Success. Youâll be collaborating across the sales, success, product, and marketing teams to bring proactive, at-scale support processes to our customers, and help deliver VIP customer experiences as we grow our customer base.
Youâll have the opportunity to shape the organization in meaningful ways and play a pivotal role in reducing customer churn, scaling our business and your team of rockstar employees.
Youâll have the opportunity to shape the organization in meaningful ways and play a pivotal role in reducing customer churn, scaling our business and your team of rockstar employees.
â At Bonusly, youâllâŚ
- Lead the support team in delivering high quality support to our customers via chat and email
- Motivate, hire and develop a high-performing team that exceeds goals and drives business value
- Report on individual and team progress towards KPIs and develop strategies to consistently achieve KPIs
- Identify patterns in support interactions; then take appropriate action to address these patterns, quickly iterating based on your learnings in order to improve our processes and resourcesÂ
- Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment
- Collect customer feedback and advocate customer needs cross-departmentally.
- Exhibit empathy with our customer, including customer escalation conversations, and work to provide the best solutions aligned with Bonuslyâs core values and train your team to do the same.
- Assess current processes with the goal of identifying and implementing efficiencies
đ Youâre a great fit if youâŚ
- Have 5+ years of managing a global technical support teamat a SaaS company
- Have strong coaching and management skills with a passion for bringing out the best in your team
- Have an excellent understanding of support team best practices and technologies
- Are able to work in an ever evolving environment to collaborate across multiple levels to achieve cross-functional business objectives
- Are able to track trends and data to help improve customer success and identify areas of efficiency improvement
- Are curious and eager to question assumptions, and then take initiative to find creative solutions
- Strong working experience in designing and implementing functional/process oriented solutions and working with technical teams including some or all of the following systems (or similar): Intercom and JiraÂ
- Love to solve technical problems and have some technical familiarity. We donât expect you to be a technical âŚ
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Benefits/PerksEquity Remote-first company Remote work
Tasks- Advocate for customer needs
- Develop team performance
- Manage support team
- Report on KPIs
Change Management Customer Success Customer Support Intercom Jira KPI Reporting Process Improvement SaaS Sales Team Management Technical Problem Solving
Experience5 years
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