Customer Support Manager

Job title: Customer Support Manager

Company: Envoy

Job description: About EnvoyEnvoy’s workplace platform has redefined how companies welcome visitors, improve the onsite experience, book desks and meeting rooms, manage deliveries, and access accurate and unified workplace data in 16,000 locations around the globe by designing products that solve common workplace problems.Envoy provides a simple way to manage your complex safety, security, and compliance needs across all your workplace locations-wherever you need to bring people together.Rely on smart, automated solutions to common workplace problems, like freeing up unused space and eliminating repetitive tasks. Not only does this allow you to make the most efficient use of your space and resources, it frees up your team’s time to focus on the work that matters.With Envoy’s intuitive technology that employees actually enjoy using, you can create a great workplace experience that fosters community and togetherness by making it easy for teams to coordinate working onsite.Unlike companies that offer disconnected workplace solutions and disparate (and often imprecise) data sources, Envoy’s platform provides accurate, comprehensive, and unified workplace data so you can make informed business decisions. Envoy’s integrated solutions pull data from multiple sources to ensure that you always have the most accurate data available.For more information, visit .ABOUT ENVOY:Envoy makes workplaces work better. With a focus on the details, we craft beautiful, modern software that elevates the workplace experience. Companies like Google, Tesla, GitHub, Slack, Stripe, and Pinterest, have worked with Envoy to welcome over 115 million visitors to more than 14,000 locations around the world. We are proudly backed by Andreessen Horowitz, Menlo Ventures, Initialized Capital, and many others.Our mission is to challenge the status quo of workplace technology. This idea started at the front desk, but we’re also going through the rest of the office- the mailroom, meeting rooms and beyond-and we’re asking how we can make these better too. Right now, Envoy is helping the world return to work safely. We do this with our product. Next to that, we help customers prepare for the new normal of work, , with our Workplace Platform, our , and other offerings.Our rate of innovation is high, we are customer-centric, and we like to move fast. We envision a world where technology is woven through our workplaces, all of it working together to make our time there delightful. If this world sounds exciting, we’d love for you to help us build the workplace platform.ABOUT THE ROLE:The qualified candidate is a technically savvy customer evangelist ready to lead a highly technical, tenured customer support team & elevate Envoy’s customer experience to new levels. This role is perfect for someone who is passionate about delivering best-in-class support, building new programs & partnerships and growing team members along the way; you’ll escalate customer issues/insights to Product/Engineering partners, drive product adoption/conversion with Sales/Success & so much more! This person must be comfortable in balancing competing priorities in a very fast-paced environment, identifying & executing on multiple projects while ensuring the Revenue organization and end user experience is well positioned. Our ideal candidate is a natural leader with a passion for problem-solving and a deep understanding of both software development and customer service. If you have a strong technical background and a desire to make a meaningful impact, we invite you to apply for this exciting opportunity.This is a hybrid position that requires at least 3 days a week (Tuesday – Thursday) in our Austin Office.You Will:

• Lead a high functioning, technically savvy & quick-witted team – build, manage, and grow the team to address customer queries, collect & track feedback to internal/external stakeholders and evolve our Support operations
• Manage staffing and scheduling for the CX team, including on-call rotations, hiring, etc to ensure ample frontline coverage across global time zones
• Monitor and drive key metrics that ensure the quality of our service – case volume and resolution, issue categorization, backlog management, CSAT and QA. Report on team performance/KPIs on a weekly, monthly, quarterly cadence and provide succinct, actionable insights to the wider team & leadership.

• Regularly monitor and analyze customer feedback and support metrics to identify areas for improvement and implement solutions to enhance the customer experience
• Identify, develop & translate native metrics & reporting needs from Envoy’s CRM to our BI tool for long-term scalability; identify core metrics needed for both the organization and teammate performance
• Be a product & integrations expert – develop and implement onboarding, training, and ongoing skills growth programs for team members; provide the team with product troubleshooting advice, creative solutions/workarounds, etc
• Navigate escalated customer issues and ensure timely resolution, maintaining a high level of detail, polish & overall customer wellness
• Own the operational quality and embed quality processes into the program – identify areas of opportunity across individual(s) / organization(s) and ship feedback to our cross-functional Marketing, Sales and Engineering/Product partners; implement new process/policy changes accordingly.
• Leverage knowledge of CX industry standards and best practices to manage current systems, as well as explore new tools and support channels (e.g. inbound/outbound phone) to meet growing business needs
• Maintain and build upon existing CX team forecasting models to plan for peak business periods and identify cost optimizations
• Drive on new projects/initiatives to improve the B2B customer experience with minimal to no supervision; be able to identify opportunities to uplevel our organization and execute in a detailed, timely and succinct manner.
• Flex across systems/platforms while juggling multiple projects in a fast-paced, exciting working environment
• Conduct regular performance evaluations and provide ongoing coaching and feedback to team members.
• Communicate regularly and effectively with all stakeholders within the team, organization, and beyond; manage and facilitate program and cross-organization meetings.
• Foster a positive, balanced working environment that gets team members excited about their work and mitigates risk of burnout

You Have:

• BA/BS degree required
• 5 – 7 years of proven management experience in Customer Service/Support Management, Contact Center Management, or equivalent high performance operational teams preferably with 5 or more direct reports; we are looking for a candidate who can both get in the operational trenches as well as think & execute on a strategic vision.
• Experience working in a B2B SaaS organization troubleshooting native systems as well as a large suite of complex integrations
• Multi-channel experience across live-chat, email and inbound/outbound phone
• Experience leveraging key Customer Support/Success tools & services such as Intercom, JIRA, Looker, Assembled, MaestroQA, etc.
• Data-driven – Strong experience identifying, analyzing, and reporting on KPIs. Ability to not only understand native reporting but demonstrated experience in developing/translating data across BI tools (e.g. Looker)
• Strong understanding of workforce management principles e.g. forecasting methodologies
• Excellent track record of project/program management that deals with operational processes; experience developing and implementing new tools/strategies, procedures, and standardization (e.g. quality assurance programs, learning management systems, community platforms, etc)
• Ability to work independently in a fast-paced and rapidly changing environment; able to operate with minimal to no supervision.
• Strong experience developing cross functional partnerships primarily with Engineering/Product, Sales, Marketing and Success
• Flexible — an understanding that after-hours work may be required to support the Envoy team and/or our customers
• Proficient knowledge of SQL – able to query data, as needed
• Proficient knowledge of web development technology
• Experience working with customers of all sizes (SMB to Enterprise) to help resolve customer facing issues and ensure long term retention, product adoption and revenue expansion.

Bonus:

• Experience working with BPO partners and developing contact center operations
• Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads

Compensation descriptionEnvoy’s compensation package includes market competitive salary, equity for all full time roles, and great benefits. If you are located in Austin, TX, our expected cash compensation for this role is $105,500 – $120,000 (Annually). Final offers may vary within the range provided based on experience, expertise, and other factors.If you have any questions related to compensation, please contact Recruiting after you apply.#LI-HybridBy applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked . Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.

Expected salary:

Location: Austin, TX

Job date: Sun, 21 Jul 2024 04:05:15 GMT

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