Customer Support Manager, Spotme
Event marketing platform
Open for applications
Event marketing platform
101-200 employees
Open for applications
101-200 employees
Company mission
To help customers create better relationships by delighting event attendees at scale.
Role
Who you are
- This position is the ideal role for a hands-on customer support leader passionate about customer service excellence and technical support
- At least 5 years experience managing, leading, and developing a team to support an Enterprise SaaS platform
What the job involves
- The Customer Support Manager role is a pivotal position in our team, reporting directly to the VP of Professional Services
- We have positioned customer support as a core asset of the company and key differentiator in the event technology market
- Leading the customer support team on a 24/7 follow the sun model, you will foster a culture of customer service excellence and customer support process efficiency
- This is a hands on leadership position, which includes growing, managing and maintaining a high-performance team of Customer Support Specialists through effective hiring, leadership, training and coaching (30%), monitoring and reporting on team activity, customer satisfaction and respect of SLA (20%), customer support process development and improvement (30%), and making direct hands-on contribution to resolving complex and high-priority customer issues (20%)
- The problems you will solve:
- In your first 3 months, you will onboard, know the team and start leading the team meetings and 1-to-1s, get hands-on with our product by getting certified with our SpotMe Academy, get familiar with our set processes and documentation, get an understanding of the live chat and the ticketing systems
- You will also meet our product and engineering leaders/teams and understand objective interlock. In particular you will achieve the following:
- Audit support KPI’s to determine and benchmark first response times, resolution time and CSAT per agent
- Deliver 1-2 quick process or performance wins e.g. improving triage process to reduce deflection rate by 15%
- Set clear KPI targets for the team based on your audit insights
- After 6 months, you will independently lead the team meetings, become an expert with the product and our support processes, you will provide on-the-fly/live feedback (during live chat) and after the event feedback to the team individuals (chat and tickets reviews)
- You will also lead the escalation process from the customer support team and provide coaching and mentorship to the assigned rep. Your assessment of the team will lead to a new team structure proposal
- Roll out a QA framework and 1:1 agent review process
- Perform an operational audit to identify and close gaps in ticket handling and escalation process with fully documented SOPs
- Introduce performance scorecard for agents and related training
- After 12 months, you will revisit all customer support processes and propose improvements to increase the maximum number of chats handling per rep by 15%
- Train and coach the team on customer service techniques, new processes, new engineering/product initiatives, and on selective product features/modules to improve the team knowledge (monthly training cadence scheduled with a pre-approved annual plan)
- You will become the customer support reference at SpotMe, internally and externally for our customers and you will:
- Define the future team structure with Tier 1 and Tier 2 specialization with regional 24x7 coverage
- Define path and implement automated or AI-assisted support options to improve support level; including first touch resolution rates, ticket deflection to Engineering
Our take
SpotMe is a B2B event marketing platform that enables users to create branded and personalized event apps whilst being provided with the tools to build positive customer relationships.
SpotMe’s services are trusted by many Fortune 500 companies, including RedHat, L’Oreal, Pfizer and Daimler, and now boasts over 10M users. The virtual event platforms market is predicted to surge by $17B by the end of 2028, and SpotMe is well positioned to capitalize on this growth as its app marketplace offers numerous integrations with other platforms supporting this space.
With over twenty years in business, SpotMe continues to grow its offerings to ensure it maintains its leading market position. It has formed partnerships with the likes of Ai-Media and Adobe to offer automatic captioning and improved management tools. And its recent acquisition by Swiss Post will allow the company to tap into its parent's tech stack and network in its key market areas.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Company benefits
- Work from anywhere - In addition to a MacBook, the remote new joiners receive a budget to set up their own workspace
- Inclusive culture - Our culture is an environment that encourages and celebrates diverse perspectives
- Accommodating Vacation (PTO) - Our people have a minimum of 25 days’ time off to use however they want. We also have additional time off for important events like getting married or moving apartments
- Parental Leave - New moms and dads deserve time to recover, bond, and care for their new family members
- Health and retirement - Our package help employees to maintain health and wellbeing
- Mental health and support - Life can be complicated. Therefore, our extensive Employee Assistance Program offers support for mental, financial, physical, and emotional wellbeing, 24/7, 365 days a year
- Company gatherings - Employees are invited to quarterly 3-day meetings that bring together all colleagues
Company HQ
Goose Island, Chicago, IL
Leadership
Pierre Metrailler
(CEO)Joined SpotMe in 2001 as a Software Engineer before working their way through the ranks and becoming CEO in 2016.
Daphné Rapin
(CFO)Joined SpotMe in 2014 as CFO. Previously worked at Mazars, and a number of Tax, Accounting, and Financial Consulting firms in the Geneva area.
Julien Canet
(COO)Joined SpotMe in 2021 at interim CFO before becoming COO in 2022. Previously they worked at Bottomline Technologies as CFO/HRD & Legal/Compliance.
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