Customer Support Manager

OpenPhone is seeking an exceptional Support Manager to join their team and play a pivotal role in shaping and driving the strategy and success of their support team. The Support Manager will be responsible for utilizing data analysis and insights to develop support strategies, designing and optimizing support processes, providing coaching and guidance to support representatives, managing relationships with external outsourced partners, and collaborating with key stakeholders to align support operations with company objectives. The ideal candidate will 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
• Design and optimize support processes and workflows to accommodate growth and scalability
• Provide hands-on coaching and guidance to support representatives, leveraging data for improvement
• Foster a culture of continuous learning and professional development within the support team
• Define career development paths and succession planning for the support team
• Oversee the outsourced program, managing relationships with external partners and ensuring performance alignment
• Utilize data analysis to assess outsourced performance and drive improvements
• Collaborate with outsourced partners to ensure seamless integration and optimize the support experience
• Collaborate with Support Team Leads and other stakeholders to align support operations with company objectives
• Partner with product and engineering teams to provide customer feedback and advocate for improvements
• Work collaboratively with marketing and sales teams to ensure consistent messaging and customer experience.

• 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 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 various teams
• Opportunity to align support operations with broader company objectives and initiatives
• Partnering with product and engineering teams to provide customer feedback and advocate for product improvements
• Collaborating with marketing and sales teams to ensure consistent messaging and a seamless customer experience
• Development of data-driven support strategies and optimization of workflows
• Strong leadership skills and experience in building high-performing teams
• Ability to manage vendor relationships and optimize external partnerships
• Excellent written and verbal communication skills
• Strong organizational skills and focus on building internal documentation and guides
• Excitement about being part of an early-stage company and making a significant impact
• Inclusive and diverse work environment