Senior Manager of Customer Support

Summary

Join Tray.ai as a Senior Manager of Customer Support and lead a global team dedicated to delivering exceptional customer experiences. You will build and manage a high-performing team, focusing on rapid issue resolution and customer satisfaction. Leveraging your extensive experience in Enterprise SaaS support, you will design and implement world-class customer support strategies. This role requires strong leadership, technical skills, and the ability to influence internal stakeholders. You will be responsible for reporting on customer health and growth to the executive team and fostering collaboration across various departments. The ideal candidate possesses significant experience leading customer service in an Enterprise SaaS environment, particularly within iPaaS companies.

Requirements

• 3-5 or more years of experience leading Customer Service at an Enterprise SaaS (ideally iPaaS company)
• Previous startup experience with a fast-paced environment, shifting priorities, and a focus on driving results quickly
• Ability to approach problems analytically and solve them quickly using critical thinking and technical skills
• Excellent communication skills (verbal and written), adaptable to different audiences
• Experience working in a globally distributed company and managing globally distributed team members
• BS or MS Degree in Computer Science or equivalent experience
• Solid understanding of foundational internet and cloud technologies, with significant experience in AWS/serverless environments
• Experience with various Database technologies and data integration principles
• Experience building software using APIs, including Authentication concepts and techniques
• Proficiency in at least one scripting language (e.g., JavaScript, Python)

Responsibilities

• Quickly immerse yourself in the Tray.ai product to become a super-user, understanding its capabilities and uses
• Strengthen the existing team by identifying and recruiting new talent, and upleveling existing team members
• Promote a culture of rapid issue resolution through strong team building, process improvement, and application of technical skills
• Continuously improve team processes for identifying and resolving customer escalations effectively and timely
• Provide leadership, encourage team growth and development, and support their learning of new product features and industry trends
• Provide reporting and analysis on customer health, risk, and growth to the executive team
• Build strong alliances with Engineering, Security, and GTM teams to resolve issues and drive improvements, prioritizing customer needs

Benefits

• Team support to do your best work
• Culture built on performance, friendship, transparency, and mutual support
• Opportunities to learn and grow in a fun, fast-paced, and open environment
• Salary range of $160,000-$180,000 annually
• Stock options