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Support Manager - Remote Eligible
Develop and implement innovative support strategies to enhance customer experience and team performance.
Remote
Senior
$110,000 - 140,000 USD / year
3 weeks ago
Ashby
All-in-one recruiting software for high growth companies
Job is no longer active
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✨ About The Role
- The Support Manager will lead and manage a team of Support Specialists to ensure an exceptional customer experience.
- They will stay close to support processes and emerging customer challenges as the product evolves.
- The role involves partnering with other members of support leadership and engineers to develop effective support strategies.
- Monitoring key performance indicators and resolving escalated customer issues will be a primary responsibility.
- The Support Manager will collaborate with Product, Engineering, and Sales teams to address customer needs and maintain support documentation.
- Conducting training sessions for the team and staying current with industry trends to improve support processes is also expected.
âš¡ Requirements
- The ideal candidate has a proven track record of leading and growing high-performing support organizations.
- They possess systematic thinking skills to proactively address thematic customer issues and improve support processes.
- A deep understanding of B2B customer needs is essential, along with a history of ensuring outstanding support experiences.
- The candidate should be comfortable using data and metrics to drive decision-making and improve both team and customer experiences.
- Technical expertise in support organizations, related KPIs, and systems such as ticketing and analytics is required.
- They should care deeply about both customer and employee experiences and derive satisfaction from enabling others to be successful.
Support Manager - Remote Eligible
Remote
$110,000 - 140,000 USD / year
Support
Job is no longer active
About Ashby
All-in-one recruiting software for high growth companies