Senior Manager, Customer Support

Tekmetric • Houston, TX

68d • Hybrid

About The Position

In this role, you lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates).

Requirements

• 5+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment.
• Expertise in customer service operations, processes, and infrastructure in support.
• Experience in addressing customer needs by leveraging AI tools.
• Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction.
• Experience successfully recruiting, building, training, and promoting world class teammates.
• Excellent collaboration skills and team focus.
• Clear understanding of core drivers of Customer Success.
• Candidates must be local to Houston; this is a hybrid work model.

Responsibilities

• Maintain best in class SLA's for customer support communication channels, including phone, chat, and email.
• Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance.
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources.
• Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships.
• Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer.
• Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings.
• Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
• Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved.

Benefits

• Enjoy the flexibility of remote work.
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you're well-rested.
• Support for every stage of life-with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Publishing Industries
• Number of Employees: 101-250 employees