Customer Support Manager

OpenPhone is seeking an exceptional Support Manager to join their team. The Support Manager will play a pivotal role in shaping and driving the strategy and success of the support team. Responsibilities include utilizing data analysis to inform support strategies, designing and optimizing support processes, providing coaching and guidance to support representatives, managing relationships with outsourced partners, and collaborating with cross-functional teams. The ideal candidate should have 5+ years of experience in support operations or support leadership roles.

• Utilize data analysis and insights from ~50K customers to inform and develop support strategies that align with company objectives and enhance customer experiences.
• Design and optimize support processes and workflows to accommodate the growth and scalability of the support team, ensuring efficient and effective support delivery.
• Provide hands-on coaching and guidance to support representatives, leveraging data to identify strengths and areas for improvement.
• Foster a culture of continuous learning and professional development within the support team to drive individual and collective success.
• Define career development paths and succession planning to cultivate a high-performing, motivated support team.
• Oversee the outsourced program, managing relationships with external outsourced partners and aligning their performance with company expectations.
• Utilize data analysis to assess outsourced performance, ensure adherence to service level agreements (SLAs), and drive improvements in the outsourced program.
• Collaborate effectively with the outsourced partners to ensure seamless integration with the internal support team and optimize the overall support experience.
• Collaborate closely with Support Team Leads, the Head of Support, and other key stakeholders to align support operations with broader company objectives and initiatives.
• Partner with product and engineering teams to provide customer feedback and advocate for product improvements based on support insights.
• Work collaboratively with marketing and sales teams to ensure consistent messaging and a seamless customer experience across all touch points.

• 5+ years of experience in support operations or support leadership roles
• Proven track record in utilizing data analysis and insights to inform and develop support strategies
• Experience in designing and optimizing support processes and workflows
• Ability to provide hands-on coaching and guidance to support representatives
• Strong ability to foster a culture of continuous learning and professional development within the support team
• Experience in managing relationships with external outsourced partners and aligning their performance with company expectations
• Proficiency in utilizing data analysis to assess outsourced performance and drive improvements
• Excellent collaboration skills with cross-functional teams, including Support Team Leads, Head of Support, product and engineering teams, marketing, and sales teams.

• Cross-functional collaboration with key stakeholders
• Opportunity to provide customer feedback and advocate for product improvements
• Collaboration with marketing and sales teams for consistent messaging and seamless customer experience
• Development of data-driven support strategies and optimization of workflows
• Strong leadership skills and experience in building high-performing teams
• Management of vendor relationships and optimization of external partnerships
• Excellent written and verbal communication skills
• Opportunity to work in an early-stage company and make a significant impact
• Inclusive and diverse work environment