Customer Support Manager

• We are seeking a Customer Support Manager to support the CX organization and our customers through the development and optimization of processes that ensure the best customer support and strategy as we scale
• You will be leading a team of support associates in onboarding, training, measuring objectives, and enhancing processes
• Members of the CX team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, and more
• This role plays a pivotal part in ensuring the team’s success in providing both an incredible first impression during the onboarding process, and a delightful day-to-day experience for every user and partner moving forward
• Act as the “Voice of CX”, raising key needs during planning
• Partner with Leadership to understand the business processes, pain points, and goals of the organization
• Manage a team of support associates, provide training, onboarding, and measure performance
• Interview and help scale the support team
• Maintain and promote company best practices and standards for support
• Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
• Work with vendor and industry partners to streamline communication and alerts between systems
• Help to continuously develop and expand processes in order to streamline CX workflows

Benefits

• Open Vacation Policy
• Stock Options & Benefits
• Medical, Dental, and Vision Insurance
• 401K Matching

• The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment
• This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform
• Excellent written and verbal communication skills
• Knowledge of intercom or similar ticketing systems
• A strong desire to learn and help our customers succeed
• 3+ years of experience in customer experience
• Ability to adapt quickly and manage many concurrent responsibilities
• Tech/start-up work experience is a plus but not required
• Patience and compassion when handling difficult situations
• A positive attitude and one-for-all team mentality and excellent collaboration skills
• 1+ years of management experience
• You have worked within multichannel support operations (chat, email, phone)