Customer Support Manager, Nextdoor

• Customer Support Leadership: 5+ years of experience managing frontline customer support agents, providing guidance on complex support inquiries, and ensuring ongoing agent education
• Vendor Relationship Management: Experience in managing BPO vendor relationships to achieve Service Delivery KPIs and optimize support operations
• Customer Journey Mapping: Ability to build customer journey maps and identify opportunities to improve support experiences
• Data Analysis and Customer Support Metrics Expertise: Proficiency in analyzing key metrics (SLA, CSAT, CPC, AHT) and utilizing strong analytical skills for data-driven decision-making to implement process improvements and enhance service quality and efficiency
• CRM Issue Resolution: Experience in using a CRM for triaging, resolving, and escalating bugs, and working with product teams to resolve issues identified by customers
• Collaboration Skills: A team-oriented mindset, with the ability to work with individuals across different locations and time zones
• Organizational Skills: Excellent organization and time management skills
• Communication Skills: Strong interpersonal communication skills, a sense of urgency, and a team player
• Escalation Management: Experience handling written customer escalations with discretion and care

Desirable

• As a Customer Support Manager at Nextdoor, you will play a key role in ensuring our service delivery is exceptional
• Your responsibilities will include managing and leading our Business Process Outsourcing (BPO) teams
• You will be tasked with making sure that these teams meet and exceed their Key Performance Indicators (KPIs) in critical areas such as cost-effectiveness, service quality, and response speed
• Overall, the Customer Support Manager position at Nextdoor is a challenging and rewarding role that offers the opportunity to make a significant impact on our community
• In this role, you’ll collaborate closely with internal and external BPO teams to analyze operational processes and escalation procedures, brainstorm and implement innovative solutions, track performance metrics to enhance operational efficiency, and play a pivotal role in the frontline agent experience
• Subject Matter Expertise: Maintain SME in all legacy products and stay updated on new releases
• Vendor Management: Manage BPO vendor relationships to achieve Service Delivery KPIs
• Escalation Management: Act as Level 3 (L3) for escalations from BPO and executives, ensuring effective resolution
• Bug Prioritization: Prioritize and champion customer-facing bugs for timely resolution
• Quality Assurance: Conduct support interaction audits to ensure quality standards are met
• Performance Management: Lead and manage BPO teams to consistently meet service delivery KPIs related to cost, quality, and speed
• Training and Staffing: Oversee staffing and training needs, focusing on product knowledge, soft skills, and effective communication
• Problem-Solving: Demonstrate strong problem-solving skills for analyzing complex issues and developing effective solutions
• Process Improvement: Analyze metrics such as SLA, CSAT, CPC, and AHT, implementing 1-2 process improvements per quarter
• Communication and Conflict Resolution: Effectively manage escalations, conduct audits, and ensure timely bug resolution, handling conflicts and negotiating solutions
• Technical Proficiency: Proficiency in Salesforce Service Cloud workflows, reporting, and dashboards
• On-Call Participation: Actively participate in rotating, weekly on-call shifts, including weekends, to handle complex inquiries