Senior Manager, Customer Support
EvenUp
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $150,000 per year
Job Level
Senior
About the role
- Build a world class customer support organization that delivers rapid and high quality responses to the diverse range of EvenUp users and customers.
- Manage support queues across two inbound channels (email, live-chat) and multiple product and operations verticals.
- Coordinate with cross functional dependencies in customer success, product, and engineering to fully resolve customer issues.
- Track key performance indicators for customer satisfaction and service levels (TTFR, TTR, CSAT).
- Identify trends and quantify impact of product bug fixes and feature requests; partner with EPD for prioritization.
- Run monthly business review and process improvement cadence.
- Build out and maintain comprehensive user help center.
- Launch and improve chatbot responses.
- Successfully deflect >50% of cases via automated responses.
- Define incident playbooks and coordinate EvenUp staff across EPD and CS during outages.
- Work with CS leadership to draft and deliver customer incident comms.
- Define hiring plan, capacity model, and staffing schedules.
- Recruit amazing support talent.
- Lead, mentor, develop, and promote the team.
Requirements
- 5+ years of people management experience in SAAS Customer Support function
- 1+ years of second-line management experience (manage people managers, not squad leads)
- Experience designing and implementing customer support operations and automated workflows
- Experience reporting on customer support KPIs and defining quarterly initiatives
- Experience tuning support chatbots
- Scrappy, willing to get involved in the details
- Strong communication skills and the ability to collaborate with cross-functional teams.
- Leadership skills with a track record of mentoring and developing high-performing teams.
Benefits
- Choice of medical, dental, and vision insurance plans for you and your family
- Additional insurance coverage options for life, accident, or critical illness
- Flexible paid time off, sick leave, short-term and long-term disability
- 10 US observed holidays, and Canadian statutory holidays by province
- A home office stipend
- 401(k) for US-based employees and RRSP for Canada-based employees
- Paid parental leave
- A local in-person meet-up program
- Hubs in San Francisco and Toronto
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support operationsautomated workflowssupport KPIschatbot tuningincident playbooksprocess improvementperformance trackingdata analysisuser help center managementcase deflection
Soft skills
people managementcommunicationcollaborationleadershipmentoringteam developmentproblem-solvingadaptabilitydetail-orientedscrappiness