Senior Support Manager, GoodTime.io
+ Pre-IPO Stock Options
More information about location
AI for a more human hiring experience
Open for applications
AI for a more human hiring experience
21-100 employees
Open for applications
+ Pre-IPO Stock Options
More information about location
21-100 employees
Company mission
To create a future where every minute counts.
Role
Who you are
- Experience: 3+ years of experience in customer support with at least 1 year in a managerial or team lead role, preferably in a SaaS or tech environment
- Skills: Strong communication, leadership, and problem-solving skills; proficiency with customer support tools (e.g., Zendesk, Freshdesk, or similar)
- Customer-Centric: A passion for delivering a positive customer experience and driving improvements based on customer feedback
- Analytical Mindset: Ability to analyze support metrics, identify trends, and make data-driven decisions
- Team Player: Collaborative mindset with the ability to work cross-functionally and support team growth
- Adaptability: Comfortable working in a fast-paced, evolving environment with changing priorities
What the job involves
- As the Senior Customer Support Manager, you will lead and mentor our customer support team, overseeing daily operations to ensure timely, high-quality responses to customer inquiries
- You will be responsible for setting performance metrics, developing strategies to improve customer satisfaction, and collaborating with cross-functional teams to enhance the overall customer experience
- Lead Daily Customer Engagement: Ensure all customer inquiries are promptly addressed within established SLAs. Handle escalated issues with a focus on resolution and customer satisfaction
- Support Team Leadership and Development: Manage a team of customer support specialists, providing ongoing training, coaching, performance reviews, and opportunities for career advancement
- Technical Troubleshooting (Level II Support): Conduct in-depth technical investigations to resolve complex issues
- Regression Testing Oversight: Assist in designing and executing manual regression testing processes to maintain system stability
- Integration Partner Coordination: Stay informed of updates and changes to partner API documentation and announcements, ensuring timely communication to the engineering team for proactive adjustments
- Customer De-escalation: Regularly meet with customers to provide troubleshooting support and resolve escalated concerns
- Performance Metrics and Reporting: Establish and monitor support KPIs, analyze performance data, and report findings to senior management
- Enhance Customer Satisfaction: Track feedback, gather insights, and develop strategies to elevate customer satisfaction and engagement
- Cross-Functional Collaboration: Work closely with product and engineering teams to relay customer feedback, report bugs, and contribute to user experience enhancements
- Process Optimization: Continuously review and refine support workflows, tools, and resources to boost efficiency and the overall customer experience
- Documentation Management: Ensure support documentation is current and comprehensive, aiding both customers and support staff in troubleshooting and self-service needs
Our take
Goodtime provides a software package that makes it easier for companies to schedule interviews. The platform uses algorithms to sync up availability between a business and the ideal candidates. This is intended to ensure that companies can schedule interviews effectively, while also improving the level of dialogue that they experience with candidates.
In short, Goodtime reduces the administrative burden involved with hiring. The automation of the interview process is integrated directly with applicant tracking systems, leading to a joined-up and efficient solution, and the company also maintains a live database of applicant data, enabling companies to schedule interviews faster than was previously possible.
Goodtime is just one of many solutions available in this area, with rivals including Calendly, YouCanBook, ADP Workforce Now and Doodle, but the business stands out from the competition by delivering a bespoke package, with full customization of requirements and pricing. An interesting development for the company is a first-of-its-kind integration with Uber for Business in 2023, letting users utilise vouchers for rides and meals for use by their prospective hires directly within interview invites.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2021
$9.5m
SERIES A
Oct 2018
$5m
SERIES A
Total funding: $16.7m
Company benefits
- Pre-IPO Equity - Get rewarded as an early part of GoodTime’s success
- Parental Leave - After six months, all employees are eligible for eight weeks of paid parental leave
- 401k Savings Plan - We help you save for the future automatically
- Home Office Subsidy - Want a new chair? Desk? Monitor? Whatever you need, we’ll reimburse you up to $500
- Flexible Time Off - Our Rest & Recover program keeps things flexible and doesn’t accrue—so you can recharge as needed
- Company Wide Remote Offsites - Twice per year, we fly you to fun locations so we can get to know one another in person
- Learning and Development Stipend - You’ll get $500 to level up your skills every year, no approval needed
- Competitive Medical, Dental, and Vision Insurance - We offer competitive plans and cover 99% of your premium
Company values
- Put the customer first: We are grateful for customers and work relentlessly to solve their problems
- Win as a team: We share info freely, communicate openly, and do what is best for the team before ourselves
- Inspire growth and passion: We inspire others with our passion for excellence, fighting stagnation, and learning from every failure along the way
- Speak candidly with care: We have the courage to speak up with constructive feedback, and to accept it—even when it’s tough
- Challenge the status quo: We challenge assumptions and make what others consider impossible possible
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Ahryun Moon
(CEO & Co-Founder)Business Administration Graduate of the University of Texas. Previously a Financial Analyst at Freescale Semiconductor and co-founder at Etch Keyboard, before founding GoodTime in 2016.
Peter Lee
(CTO & Co-Founder)Electrical Engineering Graduate of UC Berkeley. Previously a Software Developer at Guidebook and co-founder at Etch Mobile, before co-founding GoodTime in 2016.
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