Customer Support Manager
New
V
VetcoveVeterinary Software
Remote across the U.S.Full-TimeManager
Salary$70,000/year - $110,000/year + bonus + equity + benefits
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Job Details
- Experience
- 3+ years of experience in customer experience; 1+ years of management experience
- Required Skills
- TrainingCross-functional collaborationTeam management
Requirements
- 3+ years of experience in customer experience.
- 1+ years of management experience.
- Knowledge of Intercom or similar ticketing systems.
- Experience working within multichannel support operations (chat, email, phone).
- Excellent written and verbal communication skills.
- Patience and compassion when handling difficult situations.
- Ability to adapt quickly and manage many concurrent responsibilities.
- Strong desire to learn and help customers succeed.
- Positive attitude and one-for-all team mentality.
- Excellent collaboration skills.
Responsibilities
- Act as the Voice of CX, raising key needs during planning.
- Partner with leadership to understand business processes, pain points, and goals.
- Manage a team of support associates, providing training, onboarding, and performance measurement.
- Interview and help scale the support team.
- Maintain and promote company best practices and standards for support.
- Work cross-functionally to provide engineering, partner, and corporate teams with information on feature requests and enhancements.
- Work with vendor and industry partners to streamline communication and system alerts.
- Develop and expand processes to streamline CX workflows.
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