What are the responsibilities and job description for the Customer Support Manager position at Wistia?
At Wistia, we strive to find simple, delightful solutions to complicated problems. We build fun relationships with our customers, who span marketing, sales, support, video production, and HR teams in companies of all shapes and sizes. For us, success is helping customers be even more amazing at their jobs than they were before they talked to us.
We believe that the experience our customers have with us is a key differentiator in the market. Whether that's talking to a sales person, working with the product, or engaging with one of our support specialists - we take an "expert - but everyday, human approach" to the way we engage with our customers.
As a Manager on the Customer Support team and part of the broader Customer Success organization, you have the opportunity to build a customer-obsessed, high-performing team able to learn and adapt to new insights to create a differentiated customer experience that leaves our customers delighted! We're looking for a growth-minded leader who geeks out about helping our customers be successful with video, is comfortable challenging the status quo, and who loves developing highly engaged talent. You will also keep a pulse on the customer experience by helping our customers, analyzing trends within the inbox, and amplifying the voice of the customer by sharing meaningful insights with the business which directly impacts Wistia's ability to meet our company goals.
Key Responsibilities
- Build a high performing, engaged, customer-first culture on the team
- Hire new team members that align to our company values and characteristics and help us achieve our company-wide goals.
- Work with Customer Support and Success leadership to develop clear goals for the team, effectively communicating how those goals tie to larger business objectives and monitor progress against those goals.
- Set clear expectations for team members on their responsibilities and goals, and coach them to achieve these goals
- Review progress and feedback from team members on a weekly basis, using 15five.
- Review and provide feedback on team members' support conversations.
- Regularly meet with team members 1:1 to discuss challenges, feedback and progress towards goals and growth paths.
- Assess and communicate overall performance through formal reviews.
- Analyze, interpret, and act upon customer support metrics.
- Glean and regularly share actionable insights including customer feedback and support trends from quantitative and qualitative data to the broader organization.
- Collaborate with customer success, sales, marketing and product teams to ensure our support processes and workflows deliver the best possible customer experience.
- Handle customer escalations and answer support tickets as needed.
- Communicate intra-team projects and updates to the wider Wistia teams.
Qualifications
Must Haves:
- 2 years experience leading a team of front-line representatives
- Experience creating, implementing, and adapting customer support processes/procedures
- Adaptable first-principles problem-solver; self-motivated learner
- Strong communication and collaboration skills
- Ability to coach and mentor employees
- Ability to manage through change in a high-growth, learning environment
- Experience working within a support platform such as Zendesk, Dixa, Salesforce Service Cloud, Freshdesk, Kustomer, etc.
Nice to Haves:
- Experience in SaaS or related field
- Experience in a Live Chat environment
- Relevant technical experience
Key Metrics
- 80% of team meets customer satisfaction score (>90%), quality score (>80%), and productivity (average of 19 public comments) metrics
- First Response Time
- Time to Resolution
- Participate in bi-weekly Customer Support leadership syncs
- Presents at Show & Tell at least once a quarter
- Owns at least 1 Team Objective
