Manager, Customer Support
New
S
Sprout SocialSaaS customer support
Location: Remote USFull-TimeManager
Salary85,600 - 107,000 USD per year
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Job Details
- Experience
- 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support; 1+ years experience leading distributed, dynamic, multi-channel teams
- Required Skills
- Project ManagementSalesforceSaaSZendeskCustomer support
Requirements
- Have 6+ years of experience in a high-volume, real-time Customer Support role in SaaS or B2C Technical Support.
- Have 1+ year of experience leading distributed, dynamic, multichannel teams and driving performance through KPI understanding.
- Bring demonstrated project management experience.
- Have a track record of driving operational improvements, securing resources, and removing blockers for a team.
- Bring experience with multichannel support, including chat, email, and phone.
- Preferred: experience managing chat or ticketing platforms and CRMs; Zendesk and/or Salesforce experience is a plus.
- Preferred: experience leading complex cross-functional initiatives, such as acquired-team integration, workflow standardization, or centralized knowledge repository development.
- Preferred: a technical background or degree, such as CS or IT.
- Preferred: strong internal and external communication skills and empathy for customers and employees.
- Preferred: proficiency with social media and emerging AI technologies.
Responsibilities
- Integrate newly acquired support teams by building relationships with engineering, sales, and success and establishing processes and knowledge repositories.
- Lead a group of individual contributors through a Diversity, Equity and Inclusion lens.
- Oversee coverage needs, team capacity, performance, growth, and qualitative and quantitative KPIs.
- Identify operational risks, including volume spikes, system issues, and major bugs, and lead real-time response plans.
- Develop scalable support processes and centralized knowledge repositories.
- Build relationships with account and engineering teams to drive changes for teams and customers.
- Collaborate across the Support organization and Sprout to represent the voice of the customer.
- Conduct performance check-ins, coaching conversations, and career development discussions with individual contributors and Team Leads.
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