Customer Support Manager, VERO Leasing

• This opportunity is for someone who truly loves supporting customers and sees themselves in a customer-facing leadership role long-term
• This is a great role for those who are comfortable in a player-coach role in a Customer Support team, where you will both be a supervisor for other individual contributors and also roll up your sleeves and jump in the inbox to help when it's busy
• Passionate about helping people and solving problems
• Customer focussed, and ability to see the perspective of our users
• Have a genuine enjoyment of technology and curiosity to understand how things work
• Ability to rapidly switch gears while retaining focus on the bigger picture
• Ability to explain complex topics in easy-to-understand and concise language
• Self-driven to learn new things and identify areas where you can create solutions and make improvements
• Excited to work in a fast-paced and constantly changing startup environment

Desirable

• The Customer Support team is responsible for supporting both the Renters that are applying through VERO, and the Managers that are reviewing and managing applications and leases in VERO
• Most of our support is done through chat and email, but we also jump on the phone or a scheduled meeting with users if that is the preferred or most effective way to help resolve their issue
• We are looking for someone with long-term leadership potential to grow as the team expands
• Lead a team of Customer Support Specialists in daily operations and ongoing professional development
• Provide coaching and feedback on the quality of their interactions with users, both the level of service and product knowledge
• Conduct weekly 1:1 meetings with direct reports
• Be accountable for team metrics such as CSAT, Response Times, and Productivity
• Own customer communications and issues from initial contact until resolution, taking ownership of any escalations
• Become an encyclopedia of knowledge about how VERO works and the value we provide to our customers
• Create and update documentation of both processes and product knowledge
• Capture and communicate product feedback that can help reduce support volume and improve the product experience
• Respond to chats and emails during peak times or gaps in coverage to supplement team coverage, making calls to customers as needed