Customer Support Manager, Envoy

• This person must be comfortable in balancing competing priorities in a very fast-paced environment, identifying & executing on multiple projects while ensuring the Revenue organization and end user experience is well positioned.
• Our ideal candidate is a natural leader with a passion for problem-solving and a deep understanding of both software development and customer service
• If you have a strong technical background and a desire to make a meaningful impact, we invite you to apply for this exciting opportunity
• BA/BS degree required
• 5 - 7 years of proven management experience in Customer Service/Support Management, Contact Center Management, or equivalent high performance operational teams preferably with 5 or more direct reports; we are looking for a candidate who can both get in the operational trenches as well as think & execute on a strategic vision
• Experience working in a B2B SaaS organization troubleshooting native systems as well as a large suite of complex integrations
• Multi-channel experience across live-chat, email and inbound/outbound phone
• Experience leveraging key Customer Support/Success tools & services such as Intercom, JIRA, Looker, Assembled, MaestroQA, etc
• Data-driven - Strong experience identifying, analyzing, and reporting on KPIs. Ability to not only understand native reporting but demonstrated experience in developing/translating data across BI tools (e.g. Looker)
• Strong understanding of workforce management principles e.g. forecasting methodologies
• Excellent track record of project/program management that deals with operational processes; experience developing and implementing new tools/strategies, procedures, and standardization (e.g. quality assurance programs, learning management systems, community platforms, etc)
• Ability to work independently in a fast-paced and rapidly changing environment; able to operate with minimal to no supervision
• Strong experience developing cross functional partnerships primarily with Engineering/Product, Sales, Marketing and Success
• Flexible -- an understanding that after-hours work may be required to support the Envoy team and/or our customers
• Proficient knowledge of SQL - able to query data, as needed
• Proficient knowledge of web development technology
• Experience working with customers of all sizes (SMB to Enterprise) to help resolve customer facing issues and ensure long term retention, product adoption and revenue expansion

Desirable

• The qualified candidate is a technically savvy customer evangelist ready to lead a highly technical, tenured customer support team & elevate Envoy’s customer experience to new levels.
• This role is perfect for someone who is passionate about delivering best-in-class support, building new programs & partnerships and growing team members along the way; you’ll escalate customer issues/insights to Product/Engineering partners, drive product adoption/conversion with Sales/Success & so much more!
• Lead a high functioning, technically savvy & quick-witted team - build, manage, and grow the team to address customer queries, collect & track feedback to internal/external stakeholders and evolve our Support operations
• Manage staffing and scheduling for the CX team, including on-call rotations, hiring, etc to ensure ample frontline coverage across global time zones
• Monitor and drive key metrics that ensure the quality of our service – case volume and resolution, issue categorization, backlog management, CSAT and QA. Report on team performance/KPIs on a weekly, monthly, quarterly cadence and provide succinct, actionable insights to the wider team & leadership
• Regularly monitor and analyze customer feedback and support metrics to identify areas for improvement and implement solutions to enhance the customer experience
• Identify, develop & translate native metrics & reporting needs from Envoy’s CRM to our BI tool for long-term scalability; identify core metrics needed for both the organization and teammate performance
• Be a product & integrations expert – develop and implement onboarding, training, and ongoing skills growth programs for team members; provide the team with product troubleshooting advice, creative solutions/workarounds, etc
• Navigate escalated customer issues and ensure timely resolution, maintaining a high level of detail, polish & overall customer wellness
• Own the operational quality and embed quality processes into the program - identify areas of opportunity across individual(s) / organization(s) and ship feedback to our cross-functional Marketing, Sales and Engineering/Product partners; implement new process/policy changes accordingly
• Leverage knowledge of CX industry standards and best practices to manage current systems, as well as explore new tools and support channels (e.g. inbound/outbound phone) to meet growing business needs
• Maintain and build upon existing CX team forecasting models to plan for peak business periods and identify cost optimizations
• Drive on new projects/initiatives to improve the B2B customer experience with minimal to no supervision; be able to identify opportunities to uplevel our organization and execute in a detailed, timely and succinct manner
• Flex across systems/platforms while juggling multiple projects in a fast-paced, exciting working environment
• Conduct regular performance evaluations and provide ongoing coaching and feedback to team members
• Communicate regularly and effectively with all stakeholders within the team, organization, and beyond; manage and facilitate program and cross-organization meetings
• Foster a positive, balanced working environment that gets team members excited about their work and mitigates risk of burnout