Manager of Customer Support

📋 Description

• Lead a team of support specialists delivering world-class customer service.
• Oversee hiring, training, mentoring and performance management.
• Implement customer-centric processes and systems to boost productivity.
• Foster cross-team collaboration across Customer Experience.
• Promote an engaging, positive work environment for customers and employees.
• Drive continuous improvement of the customer experience.

🎯 Requirements

• Typically 7+ years in SaaS support or 5+ years with a degree.
• Leadership experience in a multi-channel contact center.
• Experience training, mentoring, coaching and developing teams.
• Partnered with Product and Engineering to prioritize features in Agile.
• Direct personnel management and team oversight.
• Inbound queues across case, phone, and chat.