Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the “Voice of CX,” articulating crucial needs during the planning phase.

• Collaborate with Leadership to gain insights into business processes, challenges, and organizational objectives.

• Oversee a team of support associates.

• Facilitate training and onboarding programs.

• Evaluate team performance and set objectives.

• Conduct interviews to assist in scaling the support team.

• Uphold and promote company best practices and support standards.

• Engage cross-functionally with engineering, partner, and corporate teams regarding feature requests and tool improvements.

• Collaborate with vendors and industry partners to enhance communication and system alerts.

• Continuously advance and refine processes to optimize CX workflows.

• Assist customers through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, Intercom, and troubleshooting efforts.

⛳️ Requirements

• Over 3 years of experience in customer experience roles.

• At least 1 year of management experience.

• Familiarity with Intercom or similar ticketing systems.

• Experience in multichannel support operations (chat, email, phone).

• Exceptional written and verbal communication skills.

• Demonstrated patience and empathy when dealing with challenging situations.

• Ability to swiftly adapt and manage multiple concurrent responsibilities.

• Strong eagerness to learn and assist customers in achieving success.

• A positive attitude, team-oriented mentality, and outstanding collaboration skills.

• Experience in tech/start-up environments is advantageous but not mandatory.

• Must be legally authorized to work in the country of application.

• Vetcove is unable to provide sponsorship for work visas.

• Employment is contingent upon the successful completion of a background check.

• A four-year degree is required as per the application form.

🏝️ Benefits

• Bonus opportunities.

• Equity participation.

• Comprehensive benefits package.

• Equal opportunity workplace.

• Accommodations available during the application or interview process.