Our client is transforming the massive and rapidly growing communications platform industry ($400B). Backed by leading venture capital investors, the company is on an ambitious mission: To make leveraging communication infrastructure easy. The role involves building the first product suite for Messaging Ops, enabling software teams, program managers, and messaging ops managers to focus on building programs and applications that delight users.
The team is a small, quickly growing group of resourceful entrepreneurs and startup veterans.
The company is creating a growth-oriented, inclusive, and passionate team that learns while doing and challenges each other to achieve extraordinary results.
Emphasis is placed on ownership and transparency, where all team members take responsibility without needing permission to make a difference for the team and users.
There is a strong focus on users and product innovation, with direct involvement in user experience research, strategic product design, and iteration.
What they Look For
As a Support Manager, you will:
Manage the daily operations of the customer experience team to ensure prompt and effective resolution of customer inquiries and issues across multiple channels (email, phone, chat).
Address escalated customer concerns and complaints to enhance customer satisfaction and loyalty.
Continuously evaluate and enhance customer support processes and workflows for increased efficiency and effectiveness.
Monitor and analyze customer support metrics to identify trends and areas needing improvement, providing regular reports to the Head of Customer Experience.
Collect and analyze customer feedback to identify common issues, collaborating with Customer Success to implement solutions.
Maintain an up-to-date customer support knowledge base for customer accessibility.
Assist with monthly billing and invoicing for customers.
Act as a customer advocate within the company to ensure customer needs are considered in decision-making processes.
Where
The company follows a remote-first work model, with the option to utilize the office space located in Tulsa, Oklahoma.
The ideal candidate should have a proven track record with the following:
Bachelor’s degree in Business Administration, Communications, or relevant field. Equivalent work experience will be considered.
3-5 years of experience in customer support or service roles.
Prior experience in managing support operations is a bonus.
Strong problem-solving and critical-thinking skills.
Excellent communication and interpersonal abilities.
Proficiency in customer support software and tools.
Data-driven decision-making skills with an analytical mindset.
Customer-centric approach with a commitment to exceptional service.
High empathy, patience, organization, and attention to detail.
Ability to work independently and collaboratively as part of a team.
Technologies You Will Use
Intercom
Stripe
Hubspot
Metabase
PandaDocs
Lago
Google Suite
Benefits
This position offers a competitive salary range of $75,000-$90,000, along with health, dental,
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Management, and General Business
Industries
Computer and Network Security and Technology, Information and Media
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