Senior Manager of Customer Support, Tray.io
$160-180k
OTE
Plus stock options
Low-code automation platform
Open for applications
Low-code automation platform
201-500 employees
Open for applications
$160-180k
OTE
Plus stock options
201-500 employees
Company mission
Tray.io's mission is to empower citizen automators so that any organization can automate.
Role
Who you are
- In order to shepherd customers along their efforts to use automation to drive improved business outcomes, Tray.ai seeks a passionate, enthusiastic and highly technical leader to further build out the Customer Support discipline
- This person is an ever-present, persistent and empathetic voice of the customer across the organization, influencing internal stakeholders by promoting a customer-centric mindset across and promoting and engaging customer interests
- 3-5 or more years of experience leading Customer Service at an Enterprise SaaS (ideally iPaaS company)
- Previous startup experience that required you to work at a fast pace, with shifting priorities and driving results quickly
- Ability to approach problems analytically and solve them quickly, using critical thinking and by drawing upon technical skills developed over years of experience coding or resolving technical issues
- Excellent communication skills, both verbal and written, with the ability to adapt with the right voice to customers, team members and peers
- Experience working as part of a globally distributed company, and managing globally distributed team members
- BS or MS Degree in Computer Science or equivalent experience
- Solid understanding of foundational internet and cloud technologies, with significant time spent in AWS/serverless environments
- Experience across a range of Database technologies and data integration principles
- Practiced at building software using APIs including Authentication concepts and techniques
- Knowledge and proficiency in at least one scripting language (e.g. JavaScript, Python)
What the job involves
- Tray.ai is looking for a Senior Manager of Customer Support to build and lead a global team that delivers outstanding customer experience by resolving escalations fast, lobbying for customer-facing improvements and issues with other teams within Tray, and actively champions the customer voice to leadership in various forums
- The successful candidate will draw from their deep experience in past roles as leading Support for an Enterprise SaaS-based company to design and deliver a world class customer experience for Tray.ai customers
- Central to this role will be building and leading a high-performance global team of product support engineers, seeking continual improvement against customer satisfaction-based metrics including issue tracking and resolution times
- A builder at heart, you will quickly ramp up by immersing yourself into the Tray.ai product on the road to being a super-user, gaining an immediate understanding of its capabilities, strengths and uses
- This will be essential to appreciate what each customer is attempting and how their goals and needs match with the product offering
- As you get to know your team and inventory existing talent, you look to strengthen it by identifying strong new talent in the marketplace as well as upleveling existing team members
- You know how to build a camaraderie that encourages collaboration that emanates outside the team
- You will promote a culture within the team around ever-faster issue resolution
- This will require a strong team, strong process, and bringing your own technical skills and sensibilities to bear where needed
- You will continually hone the team’s processes, striving to implement ever-evolving strategies for identifying and resolving customer escalations in a timely and effective manner
- Operational excellence is a matter of pride for you
- You will be a present and trusted leader for your team, encouraging their growth and development
- You will encourage their curiosity and expect and support them to keep apace with new product features and developments within industry around automation and AI
- You treat your responsibility for the success and well-being of your team of support engineers as high priority
- You will always have a leadership presence, providing reporting and analysis on customer health, risk and growth, and present insights to the executive team to inform and determine business decisions
- You will build a strong alliance with Engineering, Security, and GTM teams as you work hand-in-hand to resolve key issues, or drive key improvements - all with customers' needs at the forefront
Our take
Tray.io allows employees to effectively "become programmers" without them needing to have an engineering background, and enables them to build out automation tailored for their day-to-day role.
With this approach, Tray fills a big need in the automation space - in between high end tools like Mulesoft, and simpler tools like Zapier. The company's customers include the likes of SAP, VMWare, Lyft, Intercom and IBM, which certainly suggests a real need for its tools.
Tray’s rise comes on the heels of a wider trend, where integration and automation are becoming a key part of the way enterprises work. The company has secured substantial funds that will enable it to continue building out its solutions. Its latest release, Merlin AI, means that users can now automate intricate tasks, including aggregating or transferring data across systems.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
27% female employees
-25% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2022
$40m
SERIES C
Nov 2019
$50m
SERIES C
Total funding: $153.9m
Company benefits
- Cycle to work scheme
- Flexible working hours
- Generous conference and learning budget
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company values
- Enjoy The Ride - Bumps, plateaus & unexpected turns are all part of the journey
- Empower Others - Empowerment is at the heart of all we do, from how we empower our teammates to how we empower our customers with technology
- Blow The Doors Off - We’re fuelled by an unstoppable drive to build something legendary, together
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Rich Waldron
(CEO)Previously COO of iFind Media, who also co-founded Plan.nr.
Alistair Russell
(CTO)Previously Web Developer at esure, mSpace and Vibrant Media.
Share this job
View 3 more jobs at Tray.io