Senior Customer Support Manager

Opportunity Overview

The Customer Support Manager is accountable for helping customers optimize the use of SafeSend's software solutions, understand features and functionality, and work problems/issues through to resolution. The Customer Support Manager will also oversee the team's responsibilities for providing timely and accurate support for our SafeSend Suite and TicTie Calculate products, maintaining our Help Center, monitoring our online Community, providing renewal service for the stand alone TicTie Calculate product, and partnering with Customer Success to assist with account management. The Customer Support Manager will oversee the SafeSend product and customer support operation and be accountable for customer service quality and timeliness. This role includes managing a remote team of support representatives, developing and mentoring the support staff, and serving as a lead customer advocate internally. If you are excited about managing a team, leading by example, and inspiring others to provide stellar customer support, read on!

Responsibilities

• Lead and manage the Support team, evaluate performance, and strive for continuous improvement.
• Foster a dynamic team environment, delegate responsibilities to empower team member contributions, and coach/mentor staff to optimize their capabilities. 
• Oversee day-to-day operations of the customer support department, putting customer needs first to ensure timely and effective resolution of customer inquiries, issues, and escalations.  Analyze customer feedback and support data to identify trends, pain points, and areas for improvement.  
• Serve as the lead for handling support escalations and diffusing situations where customers are unhappy or dissatisfied.    
• Establish/maintain a working knowledge of the SafeSend Suite of products. 
• Work directly with Product/Engineering to identify and resolve product issues, and effectively roll out new product features/functionality.   
• Develop service procedures, policies and standards and ensure customer service is timely and accurate.
• Strive to develop support reps for career paths in other functions in the business. Create an environment where the support reps are encouraged to pursue opportunities in other departments in alignment with their career development goals.
• Establish best practices through the entire customer support process and have responsibility for all deployed tools and resources including Zendesk, Forethought, Salesforce, Azure DevOps, etc. Oversee/monitor support and produce daily, weekly, monthly, and annual reports on Support volume and service levels. Prepare projections for support contact volume and plan for staffing needs. Develop a working knowledge of the SafeSend Suite of products.
• Develop daily, weekly, monthly, and annual reports on Support volume and service levels. Prepare projections for support contact volume and plan for staffing needs.
• Develop and maintain a training program for new support hires and partner with People Operations to develop and maintain a performance improvement plan (PIP) for reps not achieving minimum standards.
• Work directly with Product to identify and resolve product issues, and effectively roll out new product features/functionality.
• Hold team members accountable for meeting/exceeding goals.  
• Ensure a robust training program exists for new hires with plan for ongoing knowledge growth.  
• Individually meet with reps at regular intervals for performance coaching and professional development.
• Provide customer feedback to the appropriate internal teams including Product Development and Customer Success.
• Actively identify and implement ways to make it easier for our customers to access self-help tools on our products.
• Keep accurate records and document customer support activities and all the ways reps are contributing to the organization and serving customers.
• Define other areas for support reps to contribute and bring value to the organization during slower support volume periods.
  
  

Qualifications/Skills

• 2+ years of Manager experience required.
• 3+ years of Customer Support experience required.
• Customer-service oriented mindset and a problem-solving attitude.
• Proven track record engaging customers, troubleshooting issues, and serving as the voice of the customer.
• Demonstrated understanding of customer service principles and contact center best practices. An understanding of the inner workings of accounting firms of all sizes is a plus.
• Approachable with excellent communications skills and a support management background with the ability to give instructions to a nontechnical audience.
• Proficient at motivating others and managing a team.
• A passion for technology; comfortable with web-based applications.
• Exceptional time management skills and ability to prioritize multiple tasks in a fast-paced environment while meeting critical deadlines.
• Strong organizational skills and attention to detail.
• A positive/winning attitude, highly collaborative, cross-functional, and team-oriented.
• Ability to recruit, train and support the support representatives.
  
  

Why join SafeSend?

We love serving our customers, making technology tools that help people, and being part of a vibrant organization that is team oriented. These characteristics are part of the reason our flagship solution, SafeSend Returns® is a multi-year technology innovation award winner. We deliver on our promise to offer best-in-class software design and customer service.

We offer a competitive compensation and benefits package including medical, dental, vision, life insurance, supplemental coverage options, substantial PTO, paid Parental Leave, company-matched 401 (k) plan and Section 125 plan.

We provide an environment that encourages a healthy lifestyle promoting work/life balance and overall employee well-being. SafeSend is an Equal Opportunity employer.