Scythe Robotics is hiring a
Customer Support Manager

Summary

Join Scythe, a pioneering company building intelligent, all-electric machines to care for outdoor spaces pollution-free. The company is looking for a Customer Support Manager to lead and manage their customer support team as they scale from hundreds to tens of thousands of units. This role involves managing an internal team, developing reporting and analytics, and ensuring high-quality support via voice & chat.

Requirements

• English and Spanish fluency, both oral and written
• CRM and Ticketing systems like Hubspot / Zendesk / Helpscout / Jira etc
• Business analytics, reporting, and visualization tools like Tableau / SQL, advanced Excel, Atlassian suite of products, etc
• 5+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services, including experience in a high call, chat, or scheduling environment
• Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infrastructure industry
• Comfortable using and updating playbook and knowledge base resources, like Confluence, etc
• Self-sufficient and pro-active: you get things done, learn what you don’t know, and can make data-driven decisions independently, as circumstances require
• Experience with remote monitoring and remote troubleshooting interacting with a physical product and hardware
• Cool under pressure: Our customers are using advanced technology in outdoor environments, and minutes matter to them. You'll need to be flexible and adaptable

Responsibilities

• Recruit, hire, train, manage, schedule and develop a world class in-house and remote bi-lingual support agents who support our clients in both Spanish and English
• Maintain a deep understanding of the product to deliver high quality support via voice & chat, working with department team members to build additional support channels, including self-service and video support
• Develop reporting and analytics that measure end-customer and internal team successes, to ensure that all customers are responded to in a timely manner and in a quality fashion
• Actively program and adjust customer service and ticket routing and queuing, interactive voice relay schemas, and other demand management protocols to stay within SLA requirements
• Ensure phone, chat, and other communication tools are properly used to optimize workflow and improve efficiency
• Drive capacity planning and identify needs and present investments required to improve service levels, resolution rates and customer experience
• Make real-time decisions on triaging support demand and managing event related customer communication in addition to leading customer-facing portion of post event reviews with engineering
• Proactively manage direct reports to discuss goals, strategies, and objectives; monitors overall performance and provides direction and objective coaching as needed

Benefits

• Competitive salary and equity compensation
• Fully-sponsored medical, vision, and dental insurance, including 75% funded dependent coverage
• 401(k) retirement plan (non-matching today)
• Headquarters in beautiful Longmont, CO (near Boulder, CO.) Enjoy the bounties of nature and open spaces close to home with mountain biking, hiking, skiing and more
• Satellite offices in Dallas, TX and Fort Pierce, FL
• Flexible paid time-off and remote work to let you do your best work where and when you want
• Highly collaborative learning culture where personal freedom, growth, and responsibility are valued
• An opportunity to have an incredible positive impact on the world