We are looking for a motivated and experienced Customer Support Manager to lead our User Support and Technical Support teams, reporting to the Head of Customer Operations, Security & Privacy.
The Customer Support Manager will be responsible for maintaining a world-class customer support function by implementing and optimizing metric-driven policies, procedures, and quality standards. You will be a subject matter expert on Human API service offerings, internal tools, and workflows, and train staff accordingly.
The ideal candidate will have proven experience working in a data-driven customer success support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to the team.

What you’ll do

    • Manage the customer support department’s day-to-day functions, including daily written updates to the team, and reporting on key metrics and team priorities.
    • Establish Internal Quality Score (IQS) and Customer Satisfaction Score (CSAT) frameworks.
    • Ensure Standard Operating Procedures (SOPs) are written support workflows.
    • Conduct monthly reviews and implement customer support processes to enhance customer satisfaction, and support quality and consistency.
    • Set measurable quarterly goals for the Support Team and provide weekly progress reports to the Director of Operations.
    • Monitoring trends in support requests in order to identify and characterize emerging bugs and general customer pain points.
    • Respond to escalated customer support issues; manage internal and external stakeholder expectations.
    • Escalate issues to engineering or product based on scope and potential impact.
    • Optimize tools such as Zendesk, dashboards, and the internal knowledge base.
    • Formulate and revise support policies and promote their implementation.
    • Stay current on the Product Roadmap to understand customer impact and reduce potential disruption.
    • Lead weekly Support Team syncs, providing updates on everything from customer priorities to progress toward quarterly goals.

About you

    • 1+ years experience leading and managing a customer support team, preferably supporting SaaS products.
    • 3+ years of experience as a customer support specialist prior experience using Zendesk, with an understanding of system configurations and/or admin permissions.
    • Familiarity with a data-driven customer support model, leading with metrics such as IQS, CSATs, SLA adherence rates, etc.
    • Top-notch oral, written, and interpersonal abilities.
    • Ability to effectively multitask with an eye towards prioritization.
    • Analytically minded and a desire to apply data wherever it can be leveraged.
    • A strong growth mindset; you seek and appreciate constructive feedback.

Bonus points

    • Experience with live chat, web form, API, and email ticket channels.
    • Knowledge of HIPAA guidelines and data security standards.
The nationwide, annual salary range for this position is $110,000.00-125,000.00
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