Customer Support Manager

Summary

Join Reincubate's growing, fully-remote team as a Customer Support Manager and lead our customer support team for Camo, a video app used by major companies and universities worldwide. You will be responsible for leading a helpdesk team, analyzing performance metrics, advocating for customer needs, and optimizing support tools. This role requires strong organizational and communication skills, empathy, and a passion for great product experiences. While management experience is preferred, we prioritize your potential. We offer excellent benefits including paid vacation, flexible hours, remote work, share options, healthcare, pension contributions, and home-office & wellness allowances.

Requirements

• Have strong organisational and communication skills
• Are engaging, energising and empathetic
• Have a passion for great product experiences

Responsibilities

• Lead a helpdesk team to provide a world class support service to our customers
• Own CS performance reporting, using metric analysis to drive insight and improvement
• Advocate for customers in our product roadmap and our internal and external testing
• Optimise use of CS tools and systems to provide better internal data, better service, and to maximise team capacity through efficiencies and self-service options

Preferred Qualifications

• Ideally, you’ll have management experience running a Customer Support team
• Relate to our values: creating delight, “it just works”, sustainability, and integrity

Benefits

• 25 days’ paid vacation
• Flexible hours
• Remote work
• Share options
• Healthcare
• Matched pension contribution
• Home-office & wellness allowances