Technical Customer Support Manager, Vagaro
$90-120k
+ Annual Bonus: Up to 10%
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
Job no longer available
$90-120k
+ Annual Bonus: Up to 10%
Office located in Pleasanton, CA
501-1000 employees
Company mission
To help small businesses and independent service professionals reach their objectives by bringing technology solutions that foster growth.
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.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Dec 2018
$63m
GROWTH EQUITY VC
Total funding: $63m
Company values
- We are Authentic: We gain the trust of our employees and customers though honest communication. We set transparent expectations and commit to meeting those expectations without shortcuts
- We are Informed: We are thoughtful and deliberate in our decision-making. We prioritize gathering and analyzing data to make the best possible choices for our organization and our customers
- We are Tenacious: We will never get tired of chasing greatness. We are always pushing ourselves to think of what's next to be at the forefront of technology. We never settle for mediocrity and are committed to continuous improvement in all that we do
- We are Inclusive: We create an inclusive environment that celebrates diversity and promoted equality. We know this is essential to strengthening the opportunity for our employees and customers to thrive
- We are a Team: We are a team that values collaboration, accountability, and a shared sense of purpose. Together, we strive to achieve our goals, support one another, and celebrate our successes
Company HQ
Pleasanton, CA
Articles
Leadership
Fred Helou
(Founder & CEO)Previously a Software Manager at Applied Materials, and then a Director at Novellus.
Salary benchmarks
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