We’re looking for a people and process-focused Manager of Customer Support to help us deliver timely and delightful customer experiences at scale. You’ll be responsible for managing and growing a team of dedicated support specialists and will report directly to the VP of Customer Success. You’ll be collaborating across the sales, success, product, and marketing teams to bring proactive, at-scale support processes to our customers, and help deliver VIP customer experiences as we grow our customer base.
You’ll have the opportunity to shape the organization in meaningful ways and play a pivotal role in reducing customer churn, scaling our business and your team of rockstar employees.

✅At Bonusly, you’ll…

    • Lead the support team in delivering high quality support to our customers via chat, email and phone.
    • Motivate, hire and develop a high-functioning team that exceeds goals and drives business value
    • Run weekly 1:1’s, team meetings and daily huddles with your team
    • Report on individual and team progress towards KPIsIdentify patterns in support interactions; then take appropriate action to address these patterns, quickly iterating based on your learnings in order to improve our processes and resources
    • Collect customer feedback and advocate customer needs cross-departmentally.
    • Exhibit empathy with our customers and work to provide the best solutions aligned with Bonusly’s core values and train your team to do the same.
    • Assess current processes with the goal of identifying and implementing efficiencies

💚You’re a great fit if you…

    • Have 3+ years of experience in a customer-facing environment
    • Have 2+ years of people management experience
    • Have worked in Customer Support at a SaaS company
    • Have an excellent understanding of support team best practices and technologies
    • Are able to work in an ever-evolving environment to collaborate across multiple levels to achieve cross-functional business objectives.
    • Are very organized and meticulous
    • Are an excellent communicator and work well remotely
    • Are able to track trends and data to help improve customer success and identify areas of efficiency improvement
    • Are curious and eager to question assumptions, and then take initiative to find creative solutions
 Salary range: $80,000–100,000
Target Equity: 0.02-0.06%
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