Manager, Customer Support

Repairify

125d

About The Position

The Manager of Customer Support will be responsible for building and leading the support team for the Repairify Recon products and services. The support team drives the product adoption and overall customer experience through the entire customer journey. This position will create loyal long-lasting customers by ensuring our support team and customers have the tools and support needed to achieve their goals. The Manager of Customer Support will also have an in-depth understanding of all Recon products and services and implement programs and processes to optimize the onboarding, product education, and overall customer experience.

Requirements

• Bachelor’s Degree or equivalent experience
• 3+ years of Sales, Account Management or Customer Service experience
• Experience in managing a diverse group and training each according to company standards
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Experience promoting value through the customer experience; i.e., a customer-first mindset
• Exceptional verbal and written communication skills

Nice To Haves

• Automotive Reconditioning knowledge or experience a plus
• Experience using Salesforce
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the products and services
• Accountability and personal organization
• Ability to establish milestones and keep all team members on task
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Ability work independently to achieve goals and targets
• Ability to organize and prioritize work
• Ability to work in a team environment to achieve team, department and corporate goals
• Adaptable to a fast-paced environment
• Proficient in Microsoft Office products

Responsibilities

• Set the overall vision and strategic plan for the support of our Recon Solutions customers
• Establish clear retention and support goals and manage customer churn
• Promote the value of the product and upsell/cross-sell opportunities throughout the customer experience
• Be a brand ambassador for all Repairify products and share our product's value and benefits
• Maintain a detailed understanding of all Repairify’s Recon products and services
• Optimize existing processes within the company and actively enhance all Customer Care initiatives
• Build relationships between customers and support team
• Act as point-of-contact for our customers, advocating for their needs and interests and provide feedback to internal teams
• Conduct and leverage support case and churned customer analysis to create new and needed educational content in our different engagement channels
• Develop and maintain customer engagement and education programs including a Customer Knowledge Base, Pendo in-app walkthroughs and announcements, and other customer loyalty programs
• Review and assess customers' progress and offer recommendations based on results
• Lead customer support team that covers multiple product brands

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees