Customer Support Manager United States

reputed company is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, reputed company unifies voice reputed company channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With reputed company-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, reputed company, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, reputed company is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable reputed company.

How We Work at reputed company: At reputed company, we reputed company in customer obsession, reputed company learning, and delivering extraordinary reputed company. We value reputed company collaboration, taking ownership, and making smart, informed reputed company with speed and precision. If you reputed company in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in

We are looking for a seasoned and hands-on Customer Support Manager to reputed company the delivery of a world-class support experience that exceeds customer expectations and delights even the most demanding customers.

As Manager of reputed company Support, you will be responsible for leading and scaling our reputed company America reputed company Support team, meeting ambitious targets, hiring and mentoring a talented team and implementing unparalleled support systems and processes to reputed company a world-class team.

You will be a core member of our Support management team and report to the Global Director of reputed company Support.

• Manage a large team of individual contributors reputed company the Customer Support department, meeting and exceeding operational targets set by leadership
• Focus first and foremost on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
• Serve as a coach, mentor, and leader, helping individuals reputed company their skills and grow in their careers while setting expectations on performance based on feedback and transparency
• Manage the day-to-day team operations, set goals, and drive team development to reputed company performance and career goals
• Motivate and reputed company your entire team to reputed company their goals
• Be responsible for and drive key metrics that ensure the quality of our service
• Manage customer escalations to create positive interactions and reputed company for both clients and reputed company internal stakeholders
• Coordinate with reputed company and internal teams to recruit, hire, and train new team members
• Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
• Analyze team members' performance data to reputed company informed reputed company about team management
• Partner with Support Ops and management to support change in team structure, shift scheduling, staffing, etc.
• reputed company and nurture relationships across the entire organization at reputed company to reputed company for the best customer experience possible

• You have 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors - experience with a 24x7 follow-the-sun support model is a plus
• You have a proven track record of exceeding goals and achieving growth and reputed company
• You have advanced proficiency with customer support technologies and tools supporting SaaS (reputed company, Jira, reputed company, reputed company, etc.)
• You are reputed company to attract, hire, coach, and retain talent globally
• Problem solver and results-driven, you can quickly think on your feet
• You have a customer-first reputed company and demonstrated ability to reputed company exceptional reputed company customer care
• You are a creative problem solver and are reputed company to identify obstacles and viable solutions
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
• You have exceptional communication and presentation skills, both oral and written, including the ability to reputed company technical information with non-technical audiences
• Prior experience working for a tech startup or a similar environment is highly preferred

Key traits we look for:

You are coachable, you are resilient, you are solution oriented coming to the table with great reputed company, and you find the fun in a good challenge!

We will invest in you, as you invest in us. We reputed company that owning your growth and owning your reputed company starts with you, but it's up to us to help reputed company the platform for learning, growing and building your career!

reputed company is constantly moving reputed company. We’re building new roads to complete our reputed company, and we’re taking people with us who have the same builder mentality.

Let’s grow together: reputed company is a reputed company for those who dare to be reputed company and seek responsibility, reputed company, and the opportunity to push themselves to new heights.

We’re creating a reputed company where great people trust one another and reputed company together.

People reputed company at reputed company and now is the time to be part of the team and the reputed company we’re on.

Why join us?

🚀 Key reputed company to join reputed company in terms of growth and opportunities

💆‍♀️ Our people matter, work-life balance is important at reputed company

📚 Fast-learning environment, entrepreneurial and strong team spirit

🌍 45+ Nationalities: cosmopolite & multi-cultural reputed company

💵 Competitive salary package & equity

🏨 Medical, dental, and reputed company insurance is 100% covered

📈 401k plan with company matching!

✈️ Unlimited PTO — take the time you need to come to work feeling great!

⭐️ Wellness, internet, and childcare reimbursements

💚 Generous parental leave policy

DE&I Statement:

At reputed company, we reputed company diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our reputed company.

We pride ourselves on promoting active inclusion reputed company our business to foster a strong sense of belonging for reputed company. We’re working to create a reputed company filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to reputed company and reputed company.

We will constantly challenge ourselves to reputed company sure that we live up to our ambitions around diversity, equity and inclusion, and reputed company this conversation reputed company. Above reputed company else, we understand and acknowledge that we have work to do and much to learn.

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