Senior Manager, Customer Support

Summary

Join DeleteMe's Privacy Operations team as the Senior Manager of Customer Support and lead the vision for the future of support and custom request teams. You will coach and mentor support representatives, own team KPIs, develop and implement support roadmaps, set goals, build scalable processes, manage VIP escalations, and lead improvement projects. This role requires managing both B2B and B2C customers across multiple channels (phone, email, live chat), managing a team, and working with global teams. Domestic and international travel is required. DeleteMe offers a competitive salary, comprehensive benefits, and a flexible work-from-home schedule.

Requirements

• 5+ years of experience in customer support, with a high degree of comfort in managing both B2B and B2C customers
• Familiarity with delivering omni-channel support including through email, phone and live chat channels
• 3-5 years of people management experience
• Experience working with a high-growth company or fast paced environments
• Demonstrated history of developing and improving operational processes
• History of delivering on large, impactful projects
• Previous experience of working with global teams
• Experience working with Product and Engineering teams
• Proficiency with G Suite, Slack, Zendesk, Jira
• This role requires domestic and international travel. All standard travel expenses will be covered in accordance with the company's travel reimbursement policy

Responsibilities

• Coaching and mentoring a team of support representatives, team leads and junior managers with continuous monitoring of performance and delivery of people development
• Ownership of team KPI’s at the department and company-wide level
• Developing the roadmap for DeleteMe Support, then implementing that roadmap
• Setting quantifiable team and individual goals
• Building a scalable process that improves our customer experience
• Leading projects to deliver improvements to both team and broader Operations org
• Managing escalations from VIP customers
• Responsibility for hiring and onboarding new team members
• Be a ‘culture ambassador’ driving team engagement by empowering team members

Benefits

• Comprehensive health benefits
• Flexible work schedule
• 100% work from home
• Generous 401k matching
• Paid time off
• 12 company paid holidays
• Childcare expense reimbursement
• Gym membership reimbursement
• Birthday time off
• $100,000 - $150,000 a year