Senior Manager, Customer Support

Summary

Join Tekmetric's growing team as a Customer Support Department Lead! In this role, you will oversee all aspects of customer support, driving successful outcomes and long-term customer satisfaction. You'll establish quarterly strategies, manage critical escalations, and collaborate with internal and external stakeholders. The ideal candidate possesses 5+ years of leadership experience in customer support, preferably in a SaaS environment, and excels in building and training high-performing teams. Tekmetric offers a dynamic and fast-paced environment with excellent benefits, including flexible work opportunities, generous PTO, comprehensive healthcare, retirement savings plan, and more. We value a service-mentality and are looking for candidates who embody our core values of building things that matter, entrepreneurship, open-mindedness, and a commitment to teamwork.

Requirements

• 5+ years of experience in a leadership role overseeing customer support, preferably in a Saas environment
• Expertise in customer service operations, processes, and infrastructure in support
• Prior success implementing the process infrastructure that supports repeatable and scalable growth
• Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction
• Experience successfully recruiting, building and training world class teams
• Excellent collaboration skills and team focus
• Clear understanding of core drivers of Customer Success

Responsibilities

• Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
• Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources
• Manage critical customer escalations to successful outcomes that enable credible referenceability and build trusted customer relationships
• Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer
• Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings
• Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
• Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

Preferred Qualifications

• You have a love of building something new or improving on current processes and care about making a positive difference
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company

Benefits

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage
• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education