Support Manager

• 3-5 years of experience in a customer support management role, including 3 years managing in a SaaS environment, and/or startup (i.e. working in a fast paced environment)
• Familiarity and working experience with chat, phone, SMS, and ticketing systems (e.g. HubSpot, Salesforce, Intercom, Zoom Contact Center, Amazon connect, etc.), including building out workflows
• Familiarity and experience working in a CRM (eg HubSpot, Salesforce, etc)
• Strength in data-driven communication and decision-making.
• Ability to handle escalations and high pressure situations (especially customer conversations) decisively, calmly and thoughtfully (i.e. supporting team as an escalation point)
• Experience aligning metrics cross-functionally and telling compelling data stories.
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Highly organized and detail-oriented with a natural inclination for planning strategy and tactics
• Strong communications and interpersonal skills (written and verbal) with the ability to articulate messages to a variety of stakeholders and audiences
• Capacity to analyze support metrics, trends, and data to identify areas for improvement and implement effective strategies.

Responsibilities:

• Lead and direct front-line customer support teams.
• Organize and motivate team members in their day-to-day work.
• Manage and understand data around incoming case volume.
• Communicate any trends in customer communication or behavior to other departments.
• Hire and train incoming support team members.
• Ensure that team staffing levels are balanced.
• Handle incoming escalations, internal and external.
• Work directly with leadership to define and enforce strategies and team goals.
• Conduct one-on-ones with direct reports.
• Set and enforce team policies and procedures.
• Collaborate with all levels of the Take Command organization to develop best practices to further customer success and Take Command’s evolution as an industry leader
• Coach Customer Support Specialists to help them achieve personal and professional goals
• Ensure individual workflow enables the team to reach or exceed customer support SLAs
• Manage customer escalations to create positive interactions and referenceable customers
• Identify issues and risks; initiate corrective actions and mitigation strategies as appropriate
• Research and implement process improvements to increase team efficiencies and effectiveness while coordinating the management of multiple operational and program work streams as needed
• Analyze customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc.

Compensation: $80,000 - $90,000 with potential 10% bonus