Manager, Customer Support
Boulevard- Full Time
- Junior (1 to 2 years)
The ideal candidate should possess a strong customer-centric mindset, demonstrated leadership experience in building and scaling customer support teams, and a deep understanding of customer service best practices. Experience with SaaS products and complex technical environments is highly desirable, along with proven ability to drive process improvements and implement customer support technologies.
As the Head of Customer Support, you will lead and scale the customer support function, ensuring excellent service across all channels including Slack, chat, email, in-app, and community. You will be responsible for building and managing a high-performing team, encompassing hiring, training, and career development for frontline and tiered support staff. Furthermore, you will design support operations to enhance efficiency and speed, including ticket routing, knowledge base management, and automation, while establishing and tracking key performance indicators such as CSAT and time to resolution.
Sales and marketing platform for customer insights
Common Room offers a platform that helps businesses track their customer journey across various channels, such as social media and product usage. It identifies potential customers showing intent to purchase, enabling sales teams to engage effectively and enhance their sales process. The platform operates on a freemium model, allowing users to start for free and upgrade for advanced features, and it integrates with various tools like CRM systems for a comprehensive view of customer interactions. The goal is to empower businesses to accelerate their sales pipeline and improve product adoption.