Customer Support Manager - Remote

Overview

We are looking for an experienced and passionate Support Leader who has been a part of a high-growth SaaS company. This person will help define our Customer Support ethos, department goals, and areas for growth. Their team will work with customers from many different roles within the fleet industry, including Fleet Managers, Shops, Drivers, and Technicians. We are looking for someone who prides themselves on customer empathy, driving scale through efficiency, and building careers as a mentor.

In Short

• Manage day-to-day operations for the support team, including monitoring channel volume, drivers, and satisfaction metrics
• Ensure the team has clear goals and direction that can be measured and evaluated to improve the customer experience continuously
• Create a culture of accountability that is known for continuously raising the bar to deliver exceptional customer experiences that delight customers
• Hire, mentor, and retain team members who are high achievers and motivated to drive customers to value
• Work cross-functionally to highlight successes and struggles that inspire other teams on ways to improve the customer experience and supportability of our product
• Be a trusted escalation point for customers to accelerate resolution of high-priority needs, partnering cross-functionally to find creative solutions that lead to positive customer outcomes
• Partner with Enablement and Customer Education to ensure our customer-facing knowledge enables customer self-service while also building our internal knowledge repository to drive consistency in resolution for common troubleshooting.

Requirements

• 4+ years of managing a customer support team at a rapidly growing SaaS company
• Demonstrated experience in scaling strategies and case deflection
• Proficiency in using support tools (examples: Salesforce Service Cloud, Slack, and Knowledge-based tools)
• Prior experience in a customer support leadership position with a solid track record of building effective remote relationships with a variety of internal team members, customers, and direct reports
• Meticulous and precise when executing a task while always looking for ways to improve
• Proven track record championing and implementing new ideas to improve the customer experience

Benefits

• Multiple health/dental coverage options (100% employee coverage, 50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend - $125 quarterly
• Mac laptop + new hire equipment stipend
• Remote working friendly since 2012 #LI-REMOTE