Customer Support Manager

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

📋 Description

• Serve as the "Voice of CX," advocating for key requirements during the planning phase.

• Collaborate with Leadership to gain insight into the organization's business processes, challenges, and objectives.

• Oversee a team of support associates, ensuring effective training, onboarding, and performance evaluation.

• Conduct interviews to assist in scaling the support team.

• Uphold and promote the company's best practices and standards for customer support.

• Work across various functions to provide our engineering, partner, and corporate teams with insights on feature requests and suggestions for tool enhancements.

• Collaborate with vendors and industry partners to improve communication and alerts across systems.

• Contribute to the ongoing development and refinement of processes to enhance CX workflows.

⛳️ Requirements

• A minimum of 3 years of experience in customer experience.

• At least 1 year of management experience.

• Familiarity with intercom or comparable ticketing systems.

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

• Exceptional written and verbal communication abilities.

• Patience and empathy in challenging situations.

• Capacity to adapt quickly and manage multiple responsibilities simultaneously.

• A strong eagerness to learn and assist our customers in achieving success.

• A positive attitude, a team-oriented mindset, and excellent collaboration skills.

• Experience in tech/start-up environments is a plus, but not mandatory.

🏝️ Benefits

• Bonus opportunities.

• Equity options.

• Comprehensive benefits package.