As a Customer Support Manager, you will lead the support team in ensuring prompt ticket resolution, optimize processes, handle escalations, and monitor performance metrics. You will also train team members, build self-service resources, and collaborate with other departments to improve customer support efficiency.
Are you passionate about transforming customer support and elevating the customer experience? We're looking for a motivated Customer Support Manager to lead our high-performing support team in delivering exceptional service. In this role, you’ll focus on streamlining ticket resolution, improving processes, and empowering the team to deliver timely, accurate, and high-quality solutions. You’ll also play a critical role in building out self-service resources and enhancing operational efficiency to ensure customers have the answers they need, when they need them. You will report directly to our VP Customer Success + Growth.
About us
At Sourcescrub, we believe two areas of focus are paramount to modern deal origination: Exceptional data quality and a relentless approach to Business Development. Our innovative approach allows finance professionals at all levels in their organization to uncover privately-backed businesses and examine key investor-centered metrics, cutting through the noise in seconds.
As our Customer Support Manager, you will
- Lead and Manage Operations: Oversee the day-to-day operations of the Customer Support team, ensuring prompt and accurate resolution of support tickets.
- Optimize Processes: Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency and the customer experience.
- Handle Escalations: Act as the primary escalation point for complex or high-priority customer issues, driving timely and appropriate resolutions.
- Monitor Performance: Track and analyze team performance through KPIs, SLAs, and customer satisfaction metrics to meet and exceed established goals.
- Collaborate Across Teams: Partner with Product and Engineering to address recurring customer issues and advocate for product enhancements.
- Foster Team Development: Coach, mentor, and empower team members to enhance their technical expertise and customer service skills, cultivating a collaborative and engaged team culture.
- Training and Onboarding: Design and deliver training programs for new hires and ongoing development including training on new features.
- Build Self-Service Resources: Work with the Director of Customer Success to identify common customer inquiries and expand the Resource Center with robust self-service content.
- Communicate and Align: Lead team meetings to share updates, align on objectives, and highlight best practices.
- Innovate and Implement Tools: Research and adopt tools or technologies to enhance the team’s efficiency and improve the overall customer support experience.
To be successful, you should have
- 2+ years of experience managing a customer support team in SaaS.
- Demonstrated data-driven approach to problem-solving and the ability to analyze performance data to implement improvements that drive results.
- Strong problem-solving skills and a customer-first mindset.
- Exceptional organizational skills, with the ability to manage multiple priorities and communicate effectively, both verbally and in writing.
- Resourceful and proactive approach, with a willingness to ask questions and seek clarity to ensure success.
- Comfortable navigating ambiguity and thriving in fast-paced, dynamic environments with a passion for process improvement.
- Experience with tools like Salesforce, Zendesk, Jira, or other support ticketing systems.
- Associate’s or Bachelor’s degree, or equivalent experience
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