Customer Support Manager
Posted on 1/18/2023
United States
Experience Level
Desired Skills
  • 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
  • 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
Desired Qualifications
  • Experience with live chat, web form, API, and email ticket channels
  • Knowledge of HIPAA guidelines and data security standards
Human API

51-200 employees