Remote Customer Support Manager

Summary

Join our team as a Customer Support Manager and lead our dedicated support team, fostering a culture of excellence and collaboration.

Requirements

• 5+ years in customer support or service roles, with at least 2 years in a leadership position
• Proven ability to lead and inspire a team while focusing on delivering exceptional customer experiences
• A genuine passion for helping customers and ensuring their satisfaction
• Strong ability to analyze data and metrics to drive continuous improvement
• Experience in developing and implementing support processes that enhance operational efficiency
• Excellent verbal and written communication skills to connect with customers and team members
• Familiarity with customer support software (e.g., Zendesk, Salesforce) and a willingness to learn new tools
• A proactive approach to identifying and resolving issues

Responsibilities

• Manage and motivate a team of customer support professionals
• Oversee daily support activities to ensure timely and effective resolutions across various channels—phone, email, and chat
• Set and track key performance indicators (KPIs) like response times and customer satisfaction scores (CSAT) to maintain high service standards
• Identify opportunities to streamline processes and implement best practices that enhance efficiency and service quality
• Create and deliver training programs that equip your team with the skills and knowledge needed to excel in their roles
• Actively engage with customers to gather feedback, turning insights into actionable improvements for the support experience
• Work closely with Product, Sales, and Marketing teams to ensure alignment and address customer needs effectively
• Analyze support metrics and trends, providing regular updates to senior leadership with recommendations for improvements
• Handle escalated customer issues with professionalism, ensuring timely resolution and maintaining strong relationships
• Foster a positive and supportive team environment where collaboration and recognition are key

Benefits

• Competitive salaries
• Equity in the company
• Great benefits
• Paid vacation
• Life leave days (because life happens)
• Team lunches and off-sites