Technical Customer Support Manager, Vagaro

$90-120k

+ Annual Bonus: Up to 10%

Excel

Zendesk

JIRA

Asana

Mid and Senior level

San Francisco Bay Area

Office located in Pleasanton, CA

Business management software for salons, spas, and fitness studios

Job no longer available

Business management software for salons, spas, and fitness studios

501-1000 employees

B2BEnterpriseInternal toolsMarketingPaymentsSaaSMobileWeb Design

Job no longer available

$90-120k

+ Annual Bonus: Up to 10%

Excel

Zendesk

JIRA

Asana

Mid and Senior level

San Francisco Bay Area

Office located in Pleasanton, CA

501-1000 employees

B2BEnterpriseInternal toolsMarketingPaymentsSaaSMobileWeb Design

Company mission

To help small businesses and independent service professionals reach their objectives by bringing technology solutions that foster growth.

Job

Company

Role

Who you are

3+ years managing SaaS software support in a high-volume consumer support center
Escalation resolution and Save/Retention experience
Experience with Zendesk CRM or similar platform
Prior queue management expertise
Workforce management experience for shift scheduling
Experience with project management software Asana/JIRA or similar
Prior collaboration experience with Product Management, Development, Sales, and Marketing
Fast Learner – the ensure mastery of the Vagaro platform
Support Content Development – draft and proof written documentation
A desire to excel, and to share your knowledge. Lead by example
Driven by Urgency and Quality of Support

What the job involves

As a Technical Support Manager at Vagaro, you will lead a team of approximately 12 support agents, including a mentor/team lead, dedicated to providing exceptional service to our customers using the Vagaro platform and associated point-of-sale hardware
The TS Manager is required to ensure high-level customer satisfaction by guaranteeing that customer needs are properly analyzed, documented, and resolved as quickly as possible with the goal of creating an exceptional customer experience for users of the Vagaro platform
In this Vagaro managerial role, the successful candidate is expected to come up to speed quickly to act as a technical point of escalation and to be the last point of managerial escalation for the group, or groups, as needed
Schedule Requirement: SUNDAY - THURSDAY 8:00 AM - 5:00 PM
Manage individual agents to meet/exceed individual and group metric goals and KPIs
Set individual agent goals / MBOs
Conduct weekly agent 1:1s to review metrics, objectives, status
Present status in weekly 1:1s with department head
Meet/Exceed management team and management goals as set by the VP of Customer Success
Monitor and address individual and group morale
Monitor queue status, reassigning agents as needed
Validate and approve agent time sheets in Paycom
Deliver agent performance improvement plans and track – presenting updates weekly to department head and HR
Create and deliver yearly employee reviews and set goals for the next year
Present ticket data to drive change requests in weekly Product Development meetings
Own group shift scheduling to ensure coverage based on incident arrival and headcount
Own agent CSAT by addressing all negative CSAT survey returns with the agent, and contacting the customer directly to ensure resolution
Coach the mentor/team leads and agents based on experience
Final point of escalation for managerial requests as requested by Support or dependent groups/individuals
On-Call Manager Rotation for Weekend Afterhours Coverage
Master of Situational Management
Other duties as assigned

Our take

For over a decade, Vagaro has been providing salons, spas, and fitness studios with a full suite of business management and payment processing tools, including payroll, payments, bookings, and marketing. Hitting Unicorn status back in late 2021, there has been surprisingly little fanfare around the company, which crept up on the market to secure an international footprint across the UK, US, Australian, and Canadian markets

Benefitting from an upswing in business during the pandemic, when its salon and fitness clientele were obliged to double down on digital transformation, Vagaro has won the trust of a strong and extensive roster of independent professionals, and in a time of crisis for the sector proved itself to be business-critical. This strong reputation will help ease Vagaro's planned expansion into other regional markets, as it grows its operations into the future.