About the Role:We are looking for a player coach to lead our Customer Support team.nbsp; The right candidate has a track record of leading teams to do things better and faster, all while maintaining great team morale.nbsp; This manager will lead by example, not afraid to roll up their sleeves and communicate directly with customers to solve their problems and increase customer trust.nbsp; Reporting into the Head of Customer Success (US based), the Manager of Customer Support is expected to be a thought partner in identifying and executing strategic projects. Managers interested in only maintaining Business as Usual need not apply. Responsibilities:
Act as a trusted escalation point for customer issues. The Manager of Customer Support should embody customer service, gaining customer trust if customers asks "Can I speak to a manager?" by showing great empathy and demonstrating Subject Matter Expertise in all troubleshooting steps. He or she should inspire the team with each customer interaction, and be seen as a mentor by all reports.
Manage a growing team of 15+ team members, who work nearly 24/7. Achieve consistent quality by effective QA and follow up with agents. Motivate and retain a team.
Drive continuous improvement of customer satisfaction and team efficiency. Proactively suggest improvements of processes and/or tools, and obtain stakeholder buy-in through strong collaboration and meeting management. Execute improvement initiatives on time; anticipates and communicates risks/delays ahead of time.
Proactively prevent issues from occurring by acting as Voice of the Customer to internal stakeholders with both quantitative analytics and qualitative descriptions of user experience / issues. Collaborate with Product/Ramp;D/IT/Operations on improvements to reduce issue occurrence
Strong verbal and written English communication, indistinguishable from native English speakers.
Experience working with US customers
Ability to work US day time hours, ideally overlap with afternoon Pacific Time
2+ years of people management experience
Strong analytical and presentation skills. Experience presenting to senior leadership
Master's / Bachelor's degree in any discipline from any reputed universities preferred
Knowledge of customer support ticketing system (e.g., Freshdesk, Zendesk) and/or CRM system (e.g. Salesforce) preferred