Senior Manager, Customer Support

Description

Do you know what “world-class customer support” means? Read on :

We’re hiring a Senior Manager of Customer Support to work alongside the Director of Customer Support to manage a growing global team. You’ll step into a department that has an absolutely stellar reputation for customer support, both internally and externally (don't take our word for it : read what our customers say about us on places like g2.com).

Our team provides 24 / 5 live chat support to tens of thousands of digital marketing professionals who use our platform worldwide. As a Senior Manager of Customer Support, you’ll report to the Director of Customer Support, working closely together to ensure world-class customer service, help set and fulfill departmental and company goals, and support a growing and talented team of staff.

Like our customers, our team is global, and we enjoy a remote yet highly connected work environment : The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. Outside of your department, you’ll work alongside team members from Customer Success, Sales, Marketing, Product, and Engineering.

As a growing company in a high-growth industry, a key priority is to continually put processes, structures, and people in place to ensure the department scales smoothly while maintaining world-class customer service for our users. You’ll work day-to-day with the Director to spot these opportunities and achieve such goals.

We place a high priority on creating a positive, nurturing, and collaborative team environment : We're specifically looking for someone who is a passionate people leader and has a proven track record of helping team members grow. You’ll foster a tight-knit environment in partnership with the Director of Customer Support and will also be relied upon to make independent decisions, backed by data, evidence, and best practices.

What You'll Do

Support a team of Team Leads and Customer Support team members

Coach and provide regular feedback to team members, with a focus on conversation quality, accuracy of information, tone, and communication skills

Contribute improvement suggestions to our training program and ensure smooth onboarding experiences for new hires

Create strong relationships with cross-functional stakeholders, working together to improve processes and operational efficiencies

Help set and meet quarterly goals and team-wide OKRs with the Director, focusing on metrics like response time and customer satisfaction, as well as collecting customer reviews and product feedback

Continuously review our live chat offering and suggest ways to improve the customer experience

Run weekly 1 : 1s with direct reports, providing quality feedback, sharing important updates, and ensuring the well-being of each team member

Work with the Director and Team Leads to ensure processes are followed and quality is achieved in all regions

Oversee internal Customer Support documentation and support our Documentation Manager with external content as needed

Ensure a strong, positive, and collaborative culture among the Customer Support team, where achievements are recognized and team members feel well-supported in their work

Requirements

3 to 5+ years' experience leading Customer Support team members, preferably in a fast-growing environment

Experience in managing text-based live chat customer support

Ability to contribute to team-wide OKRs and goals and have proven experience owning and meeting these goals

Ability to coach team members on communication style, messaging, delivery of information, and efficiency

Exceptional written and verbal communication, with a keen awareness of how messaging and communication style can impact customer conversation outcomes

High level of technical proficiency

Ability to implement and scale processes, manage a range of projects, and delegate work to ensure an efficient and productive environment

A people-first mindset, with strong emotional intelligence and the ability to lead through inspiration and action

Excellent problem-solving skills, with analytical and data-driven thinking

Ability to collaborate with multiple different departments to champion the needs of customers and your team

An understanding of digital marketing agencies, their needs, and common SEO / marketing channels is desirable

Experience with Customer Success-focused initiatives is desirable

Copywriting or other writing / editorial experience is desirable

Bachelor’s degree (or higher) in a relevant field is desirable, or relevant working experience