Senior Manager of Customer Support
Bonusly
This job is no longer accepting applications
See open jobs at Bonusly.See open jobs similar to "Senior Manager of Customer Support" NEXT Frontier Capital.✅ At Bonusly, you’ll…
- Lead the support team in delivering high quality support to our customers via chat and email
- Motivate, hire and develop a high-performing team that exceeds goals and drives business value
- Report on individual and team progress towards KPIs and develop strategies to consistently achieve KPIs
- Identify 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
- Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment
- Collect customer feedback and advocate customer needs cross-departmentally.
- Exhibit empathy with our customer, including customer escalation conversations, 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 5+ years of managing a global technical support teamat a SaaS company
- Have strong coaching and management skills with a passion for bringing out the best in your team
- 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 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
- Strong working experience in designing and implementing functional/process oriented solutions and working with technical teams including some or all of the following systems (or similar): Intercom and Jira
- Love to solve technical problems and have some technical familiarity. We don’t expect you to be a technical wiz, but hope you enjoy learning new technologies and diving into technical problems to find solutions.
Compensation:
This job is no longer accepting applications
See open jobs at Bonusly.See open jobs similar to "Senior Manager of Customer Support" NEXT Frontier Capital.