We are looking for a seasoned and hands-on Customer Support Manager to oversee the delivery of a world-class support experience that exceeds customer expectations and delights even the most demanding customers.
As Manager of Frontline Support, you will be responsible for leading and scaling our North America Frontline Support team, meeting ambitious targets, hiring and mentoring a talented team and implementing unparalleled support systems and processes to develop a world-class team.
You will be a core member of our Support management team and report to the Global Director of Frontline Support.
Key Responsibilities:
- Manage a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership
- Focus first and foremost on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
- Serve as a coach, mentor, and leader, helping individuals develop their skills and grow in their careers while setting expectations on performance based on feedback and transparency
- Manage the day-to-day team operations, set goals, and drive team development to achieve performance and career goals
- Motivate and empower your entire team to achieve their goals
- Be responsible for and drive key metrics that ensure the quality of our service
- Manage customer escalations to create positive interactions and outcomes for both clients and all internal stakeholders
- Coordinate with talent acquisition and internal teams to recruit, hire, and train new team members
- Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
- Analyze team members’ performance data to make informed decisions about team management
- Partner with Support Ops and management to support change in team structure, shift scheduling, staffing, etc.
- Develop and nurture relationships across the entire organization at Aircall to advocate for the best customer experience possible
Qualifications:
- You have 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors – experience with a 24×7 follow-the-sun support model is a plus
- You have a proven track record of exceeding goals and achieving growth and success
- You have advanced proficiency with customer support technologies and tools supporting SaaS (Zendesk, Jira, Aircall, Intercom, etc.)
- You are able to attract, hire, coach, and retain talent globally
- Problem solver and results-driven, you can quickly think on your feet
- You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- You are a creative problem solver and are able to identify obstacles and viable solutions
- You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
- You have exceptional communication and presentation skills, both oral and written, including the ability to share technical information with non-technical audiences
- Prior experience working for a tech startup or a similar environment is highly preferred
$95,000 – $125,000 a year
Share
Facebook
Twitter
LinkedIn
Telegram
Tumblr
WhatsApp
VK
Mail