Manager of Customer Support Operations, BetterUp
$109-188k
Salary dependent on candidates location
AI-driven employee coaching platform
Posted today
AI-driven employee coaching platform
1001+ employees
Posted today
$109-188k
Salary dependent on candidates location
1001+ employees
Company mission
To unlock greater clarity, potential, purpose, and passion for every one of their members, with an innovative approach to coaching and leadership development.
Role
Who you are
- 3+ years of experience leading customer support, service, or customer experience teams
- 2+ years of direct frontline customer support or service experience
- In-depth knowledge of support tooling administration (e.g., Zendesk, Jira, ServiceNow, or similar systems)
- Experience managing and developing teams of 10+ direct reports
- Ability to thrive in a fast-paced, startup environment
- Strong passion for mentoring and guiding team members in their career growth and development
- Proven success in cross-functional collaboration with a variety of business stakeholders
- Experience developing proactive support strategies to enhance customer experience
- Strong analytical skills, with the ability to leverage data to inform decisions and make strategic recommendations
What the job involves
- We are seeking an experienced leader for our front-line Customer Advocate team, as they expertly support members and coaches through their use of the BetterUp platform.
- Our team's mission is to provide exceptional support through strong cross-functional partnerships and proactive customer education, to help BetterUp customers unlock their potential, purpose, and passion.
- Champion both the team and our customers by embodying empathy, accountability, and resilience in all interactions. Foster a culture that prioritizes the customer experience
- Own vendor relationships that ensure the delivery of world class customer support experiences
- Intentionally build an exceptional customer support team by hiring thoughtfully, investing in training, and promoting a collaborative and growth-focused environment
- Mentor team leads and frontline agents, supporting career growth with tailored coaching and providing candid, constructive feedback to help retain and develop top talent
- Lead workforce management and capacity planning, ensuring seamless coordination with third-party support providers to maintain high-quality service standards
- Own agent performance and ticket quality metrics, ensuring each customer interaction reflects our commitment to exceptional service
- Report regularly on departmental KPIs to drive informed decision-making and identify opportunities for individual and team improvements
- Translate customer insights into actionable strategies, effectively advocating for customer experience improvements with cross-functional teams across BetterUp
- Implement and optimize process improvements that enhance efficiency and scalability in support operations
- Drive proactive customer support initiatives, anticipating customer needs and implementing solutions that enhance their experience
- Stay connected to frontline support, engaging directly in customer interactions to remain close to the day-to-day work and challenges of the team
- Collaborate with cross-functional teams to ensure the team responds effectively to customers in need of additional support
Our take
Companies are becoming increasingly informed regarding the importance of mental health in the workplace, especially when it comes to improving the interpersonal and leadership skills of their employees. Whilst many online platforms provide coaching services to help people excel in the workplace, existing options generally focus on career-based skills as opposed to overall mental wellness.
BetterUp connects employees with online career coaches, working directly with companies to improve mental health and enthusiasm in the workplace. The online service leverages AI analysis of questionnaire results to match employees with personalized video coaching sessions and career development services, providing support in areas often neglected by employers such as sleep, parenting, and overall mental fitness.
BetterUp has seen substantial success, and has the world's largest network of coaches (with over 3,000), offering coaching in 46 languages across 90 countries. The multi-unicorn company has ample opportunity to see further growth and expansion.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2021
$300m
SERIES E
Feb 2021
$125m
SERIES D
Total funding: $579m
Company benefits
- Medical, dental, and vision benefits
- 401k
- Flexible Time Off
- Paid parental leave
- Personalized BetterUp Coach
- $360 each year for wellness programs
- Annual $1K learning and development stipend
- Equity package
- 5 volunteer days and 4 paid Inner Work™ days a year
Company HQ
Govalle, Austin, TX
Leadership
Alexi Robichaux
(CEO)Studied Political Science at USC, and then worked in Business Insight at the Walt Disney Company. Was a Product Manager at Socialcast, and Director of Product Management at VMware.
Eduardo Medina
(COO)Studied Business at USC and Berkeley's Haas School of Business. Worked as an Associate Consultant at Bain, and as an Associate at Altamont Capital Partners.
Salary benchmarks
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