Senior Manager, Customer Support at Tekmetric

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, SaaSIndustries

Requirements

5+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment
Expertise in customer service operations, processes, and infrastructure in support
Experience in addressing customer needs by leveraging AI tools
Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction
Experience successfully recruiting, building, training, and promoting world class teammates
Excellent collaboration skills and team focus
Clear understanding of core drivers of Customer Success
Candidates must be local to Houston; this is a hybrid work model
Proven, empathetic and dynamic leader that motivates those around you, with business acumen, executive presence, exceptional leadership skills, and a pursuit of quality and delivery excellence
Enjoys a fast-paced environment where technology change and innovation are constant

Responsibilities

Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources
Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer
Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings
Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved
Lead the Customer Support department with the goal of driving successful outcomes and long term customer satisfaction, while keeping an eye on KPIs and outcomes (including response times, CSAT, NPS, and renewal rates)

Skills

Key technologies and capabilities for this role

Customer SupportTeam LeadershipSLA ManagementKPI MonitoringCSATNPSEscalation ManagementOperational EfficiencyStrategy PlanningPerformance Metrics

Questions & Answers

Common questions about this position

What are the key responsibilities of the Senior Manager, Customer Support role?

You will lead the Customer Support department, maintain best-in-class SLAs for phone, chat, and email, establish quarterly strategies and KPIs, drive operational efficiencies, manage escalations, gather metrics for training, and collaborate cross-functionally with teams like product and sales.

What skills and qualities are required for this position?

The role requires being a proven, empathetic, and dynamic leader who motivates others, with business acumen, executive presence, exceptional leadership skills, and a pursuit of quality and delivery excellence.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this position remote or does it require working from an office?

This information is not specified in the job description.

What does Tekmetric's company culture emphasize?

Tekmetric emphasizes values of transparency, integrity, innovation, and a service-first mindset, while building a movement to empower auto repair shops through a thriving community and real-world experience.

Tekmetric

Cloud-based software for auto repair shops

About Tekmetric

Tekmetric provides software solutions specifically designed for auto repair shops in the United States and Canada. Its main product is a cloud-based Shop Management System (SMS) that helps over 3,000 auto repair shops improve their operations. The software includes features like automated reports, digital vehicle inspections with photos and videos, and trend tracking, which assist shop owners in making informed decisions and enhancing customer trust. Tekmetric differentiates itself from competitors by offering a subscription-based pricing model that charges a flat monthly fee based on the number of shops, making it accessible for businesses of all sizes. The company's goal is to facilitate the transition from paper-based systems to digital solutions, ultimately improving operational efficiency and customer satisfaction in the auto repair industry.

Houston, TexasHeadquarters

2015Year Founded

$1.6MTotal Funding

EARLY_VCCompany Stage

Automotive & Transportation, Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Remote Work Options

Flexible Work Hours

Paid Vacation

Paid Sick Leave

401(k) Retirement Plan

401(k) Company Match

Life Insurance

Disability Insurance

Wellness Program

Professional Development Budget

Risks

Increased competition from other software providers threatens Tekmetric's market share.

Integration challenges from Shopgenie acquisition may disrupt service continuity.

Economic downturns could lead to reduced subscriptions, impacting Tekmetric's revenue.

Differentiation

Tekmetric offers a cloud-based SMS integrating with OEC RepairLink for OE dealer interactions.

The Tekmetric Tire Suite streamlines tire management, enhancing efficiency for auto repair shops.

Partnerships with SiriusXM and Affirm add unique value to Tekmetric's customer offerings.

Upsides

Growing demand for digital transformation boosts Tekmetric's market potential in auto repair shops.

Subscription-based model aligns with industry trends, ensuring predictable revenue and customer retention.

Expansion into tire management broadens Tekmetric's market reach and service offerings.

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