Customer Support Manager, Sprout Social

• We are looking for a leader with demonstrated experience scaling diverse teams in a fast-paced, high-volume SaaS environment
• You will be responsible for operational strategy, multichannel support (chat, email, phone), and coaching your team to success
• Crucially, you bring proven project management experience, allowing you to effectively remove blockers and ensure your team has exactly what they need to succeed
• 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 and driving performance results through deep KPI understanding
• Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team
• We know experience is built in a number of ways. Even if your background doesn’t match the exact requirements, we encourage you to apply and share any relevant skills in a cover letter

Desirable

• Sprout Social is looking to hire a Manager, Customer Support to the Customer Support team in the U.S
• At Sprout Social, our Customer Support team builds the foundation of trust that allows our global customers to thrive
• We are the face of Sprout, providing the clarity and speed required to turn complex challenges into seamless solutions
• One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload
• We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career
• In this role, you’ll become an integral resource for the entire organization, partnering with teams across the business to share feedback and drive excellence
• We view Customer Support as a premier launchpad for long-term impact; we are committed to coaching you through a wide array of skills that set you up for success at the forefront of the tech industry
• If you’re ready to own your impact, support your peers, and help world-class brands navigate the future of social intelligence, this is where you can make a lasting impact
• Spearhead the integration of newly acquired support teams by building strong relationships with engineering, sales, and success, and establishing new processes and knowledge repositories
• Lead a group of both individual contributors through a Diversity, Equity and Inclusion lens
• Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved
• Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact
• Develop and manage scalable support processes and centralized knowledge repositories to streamline team operations and empower the broader organization with easily accessible resources
• Cultivate close relationships with account and engineering teams to drive positive changes for our teams and customers
• Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer
• Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance
• ---Within 1 month, you’ll plant your roots, including:
• Completing Sprout Social’s new hire training and onboarding program alongside other new Sprout Social team members. You’ll gain a broader understanding of our products and how your role fits into the organization
• Beginning to develop familiarity with our business, platform, applications, and our company’s key metrics
• Establishing relationships with our Support Specialists, management team, and cross-org key stakeholders
• Leading a team of Customer Support Specialists
• ---Within 3 months, you’ll start hitting your stride by:
• Gaining a firm understanding of our team’s core KPIs and providing routine reporting of team performance, blockers and opportunities
• Demonstrating knowledge of support processes, product escalation workflows, and feedback relationships across our Support Leadership Team
• Building routine relationships with customer-facing teams across Sprout such as Sales & Success
• Establishing structured feedback loops with Engineering leadership to streamline technical escalations and ensure customer insights directly inform product development
• ---Within 6 months, you’ll be making a clear impact through:
• Partnering with our Support Leadership Team, gaining an understanding of our team’s employee experience metrics, and setting goals to ensure the best work environment for our team members
• Project managing a wide range of initiatives aimed to improve our customer and employee experiences
• Playing an integral role in departmental strategic planning and forecasting efforts, ensuring appropriate capacity to deliver to our customer experience KPIs
• ---Within 12 months, you’ll make this role your own by:
• Fostering a team of highly-engaged leaders and Support Specialists, delivering outlier KPIs across the SaaS industry
• Contributing to growth and development efforts for your team and across our Customer Support organization
• Actively recognizing and contributing to project pipelines to ensure Sprout continues to be a SaaS industry leader in customer and employee experiences
• Demonstrating strong operational ownership by maintaining healthy queue performance, meeting or exceeding SLAs, and proactively scaling support coverage to meet business growth
• Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager