Senior Manager of Customer Support, Bonusly
$90-135k
+ Equity: 0.022% - 0.057%.
More information about location
Personalized employee rewards and recognition platform
Job no longer available
Personalized employee rewards and recognition platform
21-100 employees
Job no longer available
$90-135k
+ Equity: 0.022% - 0.057%.
More information about location
21-100 employees
Company mission
To improve performance by motivating teams, empowering managers, and simplifying HR.
Role
Who you are
- We're looking for a people and process focused Senior Manager of Customer Support to help us deliver timely and delightful customer experiences at scale
- Have 5+ years of managing a global technical support teamat a SaaS company
- Have strong coaching and management skills with a passion for bringing out the best in your team
- Have an excellent understanding of support team best practices and technologies
- Are able to work in an ever evolving environment to collaborate across multiple levels to achieve cross-functional business objectives
- Are able to track trends and data to help improve customer success and identify areas of efficiency improvement
- Are curious and eager to question assumptions, and then take initiative to find creative solutions
- Strong working experience in designing and implementing functional/process oriented solutions and working with technical teams including some or all of the following systems (or similar): Intercom and Jira
- Love to solve technical problems and have some technical familiarity. We don’t expect you to be a technical wiz, but hope you enjoy learning new technologies and diving into technical problems to find solutions
What the job involves
- You’ll be responsible for managing and growing a team of dedicated support specialists and will report to our Director of Customer Success
- You’ll be collaborating across the sales, success, product, and marketing teams to bring proactive, at-scale support processes to our customers, and help deliver VIP customer experiences as we grow our customer base
- You’ll have the opportunity to shape the organization in meaningful ways and play a pivotal role in reducing customer churn, scaling our business and your team of rockstar employees
- Lead the support team in delivering high quality support to our customers via chat and email
- Motivate, hire and develop a high-performing team that exceeds goals and drives business value
- Report on individual and team progress towards KPIs and develop strategies to consistently achieve KPIs
- Identify patterns in support interactions; then take appropriate action to address these patterns, quickly iterating based on your learnings in order to improve our processes and resources
- Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment
- Collect customer feedback and advocate customer needs cross-departmentally
- Exhibit empathy with our customer, including customer escalation conversations, and work to provide the best solutions aligned with Bonusly’s core values and train your team to do the same
- Assess current processes with the goal of identifying and implementing efficiencies
Our take
Being recognized for hard work can be a huge motivation for an employee’s career development, particularly when this recognition comes from peers. Many employers integrate reward and recognition schemes within the workplace, but these are often routine, impersonal, and ineffective at motivating staff.
Bonusly offers an online platform that allows workforces to show their appreciation for a peer through online recognition and rewards. Members are provided with a fixed amount of monthly 'points' which they can give to peers as a token of their appreciation in the public domain or privately. The company claims that the 'gamification' of these recognition and reward systems helps boost engagement, teamwork and collaboration within the workplace.
Gamification is gaining traction in the workplace, and Bonusly's approach to recognition and rewards is both clever and refreshing. By turning accomplishments into a game-like experience, Bonusly boosts employee engagement and workplace culture. The company is expanding by adding non-USE redemption options and scaling its travel and experiences rewards, making it more inclusive for global teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-20% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2023
$18.9m
SERIES B
Jun 2020
$9m
SERIES A
Total funding: $31.4m
Company HQ
Whittier, Boulder, CO
Leadership
Raphael Crawford-Marks
(Founder & CTO)They have a degree in Cognitive Science with Concentration in Artificial Intelligence. Previously worked as a Lead Engineer at Good Today. They are also an Advisory Board Member for HR.com.
Share this job