Manager Customer Success - Shift

Say hello to opportunities.

If you’re looking to be part of what’s next in communication, you’re in the right place.

At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.

With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications.

About the role

The Manager of Customer Success leads a team of Customer Success Specialists who help drive satisfaction, loyalty and growth for all RingCentral customers 

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

Key responsibilities

Lead and develop the team

• Hire, onboard, coach and retain a high-performing team of support specialists and team leads.
• Run regular 1:1s, performance reviews and development plans; build clear career paths.
• Foster a culture of accountability, empathy and continuous learning.

Deliver outstanding service

• Own team performance against SLAs, CSAT, first-contact resolution, time to resolution and backlog targets.
• Manage escalations end to end, including executive-level and high-severity customer issues.
• Maintain quality assurance programmes, including call and case reviews, calibration and coaching.

Run operations

• Forecast demand and manage scheduling and capacity with Workforce Management.
• Improve processes, knowledge base content and tooling to cut handle time and repeat contacts.
• Report on team performance, trends and risks to senior leadership each week and each month.

Partner across the business

• Work with Product and Engineering to raise, prioritise and track defects and feature requests from customers.
• Collaborate with Customer Success, Sales and Professional Services on onboarding, renewals and at-risk accounts.
• Share voice-of-customer insight to shape product and service strategy.
  

Qualifications

Required

• 5+ years in technical customer support, service or contact centre operations, including 2+ years managing people.
• Proven record of meeting SLA, CSAT and quality targets in a fast-paced, high-volume environment.
• Strong coaching, communication and conflict-resolution skills, with confidence handling escalations.
• Comfort with metrics: able to analyse dashboards, spot trends and turn data into action.
• Experience with ticketing and CRM platforms (for example Salesforce, Zendesk or ServiceNow).
• Bachelor's degree or equivalent experience.

Preferred

• Background in UCaaS, CCaaS, VoIP, SaaS or telecommunications support.
• Familiarity with ITIL, Lean or Six Sigma, or a similar continuous-improvement approach.
• Experience leading distributed or multi-site teams and working with Workforce Management.
• Support for the use of AI and automation to improve the customer and agent experience.
• Customer service or management certification.
  

What we offer:  

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• 102,26 EUR/200 BGN Digital Food Vouchers via EdenRed and their application
• 61,36 EUR/120 BGN Gross as part of the salary for Working Expenses Allowance

About RingCentral

RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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