At Nayya, we believe there’s a better way to choose benefits. A more transparent, less confusing way for employees to control their health and financial potential. Powered by billions of data points and machine learning, our benefits experience platform delivers personalized decision support and guidance during open enrollment, new employee onboarding, qualifying life events, and in the moments that matter all year round. This is one of the most stressful and challenging situations consumers face – and we see that as an opportunity to build an innovative response that can help millions of Americans possess the control and understanding they deserve.
Senior Manager, Customer Support
We are looking for a Senior Manager, Customer Support to lead the teams responsible for supporting a great product experience for our rapidly-growing customer base. In this role, you will be responsible for leading a multi-product support strategy and designing support strategies for new software products.
An essential responsibility of this leader is championing customer experience within the team and across the company. This includes building and developing a team of passionate customer advocates that are focused on timely, effective resolution of customer questions and issues. In addition, you will partner closely with product and engineering to continuously improve product experiences through data and user feedback.
In this role, you will bring together customer centricity, strong people leadership, an ability to design and iterate on team processes, and strong technical skills to build the best support experiences for our customers.
Primary Responsibilities Include
Develop and execute a strategic vision for customer support in line with company objectives.
Continuously evaluate the efficiency of our support model using data and design support models for new products.
Drive initiatives to enhance the customer experience through proactive support strategies, training programs, and continuous improvement efforts.
Work cross-functionally with Engineering and Product leaders to document new features, products, and FAQs for our customers.
Collaborate cross-functionally with product management, sales, and marketing teams to advocate for customer needs and contribute to product development and enhancement discussions.
Hire, lead and coach permanent staff/managers and seasonal staff responsible for troubleshooting customer support and technical issues. Evaluate staffing strategies continuously.
Responsible for managing sensitive issue escalation and managing the incident process effectively in partnership with other teams.
Oversee the knowledge management strategy and knowledge base content for new products, and maintain high quality, up-to-date, and searchable articles for our users.
Ensure compliance with regulatory requirements and data protection standards related to customer support operations.
Support existing team with administering Zendesk Support to maintain best-in-class customer support KPIs on first response time, customer satisfaction, and customer effort as well as ensuring management to SLAs.
Develop, monitor and analyze customer support metrics to identify areas for improvement, trends, and actionable insights.
Qualifications/Experience
Proven experience (5+ years) in a leadership role within customer support or service operations, preferably in healthcare, insurance or employee benefits.
Experience building a support function and/or strategy for new products.
Demonstrated success in building and managing high-performing support teams, including hybrid and distributed teams. Must have experience building staffing models.
Exceptional communication, interpersonal, and leadership skills with a passion for customer advocacy.
Must be comfortable in a fast-paced, real time environment.
Must have experience working closely with engineering teams on issue triage and escalations.
Strategic thinker with the ability to analyze data, identify trends, and make data-driven decisions.
Experience with Zendesk and Jira, and proficiency in customer support software and tools.
Experience working with and troubleshooting APIs is strongly preferred.
The salary range for New York based candidates for this role is $110,000 - $130,000. We use a location factor to adjust this range for candidates that are located outside of geographic region of our New York office. Placement within the salary band is determined based on experience.
Why Join Nayya?
Be an early employee of a quickly growing, VC-backed start-up - grow with us!
Have a meaningful impact on a platform that is scaling very rapidly
Contribute to a values-based culture with an emphasis on empowerment and autonomy
Work in a highly collaborative, cross-functional environment
Nayya is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
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