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Manager, Customer Support - Remote Eligible

Own the evolution of support playbooks to enhance team efficiency and customer satisfaction.
Remote
Mid-Level
3 weeks ago

✨ About The Role

- The Manager of Customer Support will oversee daily operations of the Customer Support team, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. - This role involves providing regular coaching, feedback, and professional development opportunities to support specialists. - The manager will be responsible for ensuring customer inquiries are resolved efficiently and effectively through various communication channels. - Monitoring and managing escalations will be a key responsibility, serving as the primary point of contact for complex customer issues. - The role requires collaboration with cross-functional teams to report, prioritize, and resolve product challenges.

âš¡ Requirements

- The ideal candidate will have over three years of experience in customer support, with at least one year in a leadership role within a SaaS environment. - A proven track record of leading and motivating teams to deliver exceptional customer service is essential for success in this role. - Strong problem-solving skills are necessary, particularly the ability to simplify complex technical issues for customers. - Excellent written and verbal communication skills, along with a keen attention to detail, are crucial for effective customer interactions. - Experience in developing and implementing support playbooks and processes will be highly beneficial.
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Manager, Customer Support - Remote Eligible
Remote
Support
About Pulley
Pulley helps startups manage their equity and cap table