SEVENROOMS is hiring a
Manager, Customer Support, Remote - United States

Summary

The job description is for a Customer Support Manager role in SevenRooms, based remotely in North America. The role involves leading the customer support team, developing processes, monitoring performance, demonstrating product expertise, and partnering with other departments. The ideal candidate should have at least 3 years of experience in customer support leadership.

Requirements

• Minimum of 3 years of experience in customer support leadership
• Proven ability to lead, motivate, and develop a high-performing remote team
• Strong commitment to delivering excellent customer service and enhancing the customer experience
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and other stakeholders
• Strong analytical and problem-solving skills, with the ability to handle complex and escalated customer issues
• Familiarity with customer support software and tools, such as CRM systems, help desk software, and analytics tools

Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and collaborative team environment
• Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team
• Monitor and evaluate team performance through key metrics, providing regular feedback and coaching to support representatives
• Demonstrate product expertise as the regional Subject Matter Expert, by handling complex or escalated customer issues, partnering with the product and engineering org, and ensuring resolution
• Partner cross-functionally with other departments, including Customer Success and Product, to ensure customer feedback is communicated and addressed
• Generate and analyze Support data to identify trends, areas for improvement, and opportunities for enhancing the customer experience
• Contribute to the development and execution of the customer support strategy, aligning it with overall company goals and objectives

Benefits

• A fresh start with a flexible and independent working schedule
• Equitable compensation
• Salary range: $85,000-$95,000
• Comprehensive benefits package
• Employee programs and recognition
• Opportunities for training and professional development