Delight Customers: Matchmaker

Make a Living Out of Finding Love!
 
What is Tawkify? 
Tawkify is the fresh, smart, tech-driven matchmaking company dedicated to putting fun and romance back into dating. We hire exceptionally kind, organized people who believe in Happily Ever After and want to help our clients find it. 
 
Why join the Tawkify team? 
We’ve discovered a lot of people have the talent for matchmaking. Our matchmakers come from diverse backgrounds – lawyers, consultants, life coaches, entrepreneurs, teachers, and writers. We’ve built our matchmakers a platform that makes their hobby of matchmaking a viable career. 
 
What makes a great matchmaker? 
We’ve found the most effective matchmakers share the following qualities:
 
  • Professionalism. You hold yourself to a higher standard. You are task-driven, attentive, collaborative, and accountable. 
  • Empathy. You have charisma. You’re a great listener. You have no trouble connecting with people. You build trust and rapport instantly. 
  • Passion. Our matchmakers are more invested in their clients’ relationship well-being than the clients themselves. We believe your best career option gives you the ability to do what you love and love what you’re doing. 
  • Network. You have the knack and the resourcefulness to navigate between social circles and grow your sphere of influence.
How do I become a matchmaker? 
We set you up on the platform. We connect you with clients. It’s your job to find them love. 
 
What to expect? 
You’ll scour your city to find and screen quality, eligible matches for our clients. Our intuitive matchmakers handpick each candidate based on our “VIP” approach to compatibility: Values, Individual lifestyle and Personal preferences. 
 
Job requirements:
  • Strong communication skills & persistent follow-up 
  • Ability to execute on a timeline with minimal micro-management 
  • Networking & Recruiting: Online and real-world networking, multi-channel outreach 
  • Multi-tasking: Administrative, Organizational, Creative Skills 
  • Ability to manage expectations of diverse personalities 
  • Self-motivated, self-starters only 
  • Must be eligible to work in the United States
Perks:
  • Be your own boss 
  • Create your own hours and work remotely 
  • Make a positive impact 
  • No limits to earning potential
 
All matches take place via curated blind dates that you’ll creatively design to ban first-date butterflies and encourage connection. Each time, you provide useful feedback to both parties to help refine the search and optimize for that ideal match.

Customer Service and Sales Lead

The Role 

We are looking for someone to lead our customer direct, sales and service team. This isn’t your typical service team, instead it’s a group of people who take service to a new level in helping our customers to buy the right gear, learn more photography, and book new trips. We call this team Moment Guides and we’re looking for someone to scale this group from a few to dozens of full-time people.

What you will be doing: 

+ Developing a full-time and part-time team of Moment Guides who handle inbound requests, while building 1:1 relationships with our best customers. 
+ Develop and improve our direct to customer service methodology. 
+ Recruit, coach, and mentor new Moment Guides. 
+ Create and manage both a forecast and a team budget. 
+ Define, track, and measure success for the team. 
+ Define and install inbound and outbound messaging tools for the team to scale 
+ Ensure the service platform can expand with part-time Guides during the holiday season. 
+ Work across the teams to support launching new gear, apps, and travel.

You need these qualifications: 

+ We’re looking for someone with experience running either a consumer sales or service organization. 
+ A passion for photography and travel. 
+ 4+ years running a direct customer sales OR service organization. 
+ Either a service org over 300K annual requests or a sales org over $10M in annual revenues.
+ Competent in excel and managing forecasts. 
+ Experienced in selecting and installing sales / service tools. 
+ Organized, detailed, and direct communicator.

Compensation And Benefits 

+ We keep it simple. 
+ A salary 
+ Medical insurance or $550 per month to do what you want. 
+ A free Moment Trip every year. 
+ Moment gear. 
+ A $500 stipend per year to spend on your own equipment. 
+ Three company offsites per year. 
+ Unlimited vacation.
Are you in? 

Apply on Angel List: https://angel.co/moment-2/jobs/478416-customer-sales-and-service-lead

Partner Success Specialist: EST or MST

At Mailprotector, the Partner Success Specialist has a commanding understanding of our platform and uses that knowledge to help improve our partners’ businesses on a daily basis. Most of the day is spent interacting by phone and email with our partners’ and vendors’ teams. On-boarding, billing, and even casual business advice are typical conversations. There’s also some knowledge base writing and documentation work as well as training and sales engineering. The essence of this role is sort-of a zen-like sherpa who guides our partners and users in all things Mailprotector.
This is not a traditional “tech support” role. There is a high level of partner engagement; you represent the face and the brand of our entire team on a regular basis so we require a strong command of interpersonal skills.
This might be a good fit if you:
  • Find genuine enjoyment in helping people solve technical problems
  • Can patiently help people understand technical issues
  • Have worked in B2B or channel environments
  • Regularly have ideas about making things better that you can persuasively communicate
  • Are generally the ‘go-to’ person in your circle of friends when someone needs help
  • Have a demonstrable track record of pursuing personal and professional growth
  • Take responsibility and solve business relationship concerns
  • Have a technology degree or other applicable technology experience
  • Enjoy the additional freedoms and responsibilities of small company culture
  • Are able to enhance the sales cycle by articulating technical expertise with our sales team
  • Spent one to three years in an IT-related role
  • Preference will be given to AZ and CO candidates who can work M-F 9am-6pm
Who we are and what we do:
The Mailprotector team provides messaging security, encryption, and compliance to companies, non-profits, and governments around the world. We do this exclusively through a network of channel partners who rely on us for this mission critical application. We operate primarily from our headquarters in the historic Ivey’s building on Main Street in Greenville, SC and our EMEA office on Midsummer’s Blvd in the heart of Milton Keynes, UK. 
Other things you should know:
  • Our interview process is more involved and thorough than you think it will be. This helps us make sure we find you the right seat on the bus
  • We’re going to pay much more attention to your cover letter than your resume
  • We’re first and foremost a team; but that doesn’t mean this is a place to blend in. We are looking for creative, intelligent, opinionated, hard-working teammates who want their efforts and input to matter.
If you think you might be a fit for this role and for our team then we’d love to talk. Please submit your resume and bespoke cover letter. We’ll be back in touch if we think there might be a reason to talk further.

Vice President of Customer Success

With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge, we have a lot of store owners to support. As a bootstrapped startup we’ve grown our remote first culture from 4 to 80 employees globally in the past 3 years. To execute our growth strategy and continue delivering a world class customer experience we’re looking for a VP of Customer Success.
This role is essential to grow the Customer Success team of 30 to 75+ and build out our Enterprise Support offerings. Reporting to the CEO, you will help ReCharge maintain the highest level of customer support while scaling a team of empathetic, customer-first support professionals.

Does this sound like you?

  • You’re resourceful: you figure out what needs to be done, and you find ways to make it happen.
  • You have a passion for problem solving. Nothing gets you more excited than a tricky problem or a new challenge at scale.
  • You’ll help to find convergence in what customers need so that we can provide the highest level of support.
  • You believe in what we’re doing and you’re excited to help ReCharge scale globally.

Responsibilities:

  • Define and execute our Customer Success strategy as we scale globally.
  • Drive the strategic direction of customer support and account management; responsible for measuring, assessing and growing the organization to support a world class customer experience.
  • Build out our Enterprise Support offering and account management programs.
  • Establish performance metrics and seek continuous improvement; own all bulk communication with our customers and Zendesk solution.
  • Build and maintain relationships with Development, Product and Marketing to improve the store owner support experience.
  • Create documentation as well as incorporate new functionality best practices.
  • Build and drive follow-up process in response to customer feedback to make our customers more successful.
  • Recruit, manage, develop and lead our highly collaborative and customer-focused team.

Requirements:

  • 8+ years of proven customer support operations leadership within a B2B software company
  • Strong customer support acumen with demonstrated ability to grow and scale a high-performing support team to 50+, ability to understand and speak articulately about technology
  • Ability to influence Customer Success direction and clearly articulate rationale for your decisions
  • Proven track record of building large teams and driving organizational change in a high-growth environment; exceptional structured communication style, both verbal and written, and ability to communicate vision to a large team
  • Experience developing and implementing scalable customer support processes and systems
  • Experience with Zendesk or other similar platforms; knowledge of API technical support
  • Creative problem solving abilities and a proven track record of thinking“outside the box” to solve complicated problems
  • Detail-oriented, with strong analysis, process and critical thinking skills; able to draw insights from data, but also to make decisions based on imperfect data

Awesome Support CEO

How you wound up as head of our SUPPORT team
It’s kinda strange, ‘cause…
You’ve always had the feeling, that something like this would come along.
Of course you are an excellent programmer, and understand code.
But sitting in your mamas basement (pretending it’s a command center), when all you’d be doing was write endless snippets of code, that would make most people fall asleep trying to read it (or even-more-so trying to understand it), whilst getting unhealthy from quenching your dorito-caused-thirst with half liter monsters…
Well, that never really was your thing.
No, you want something else for yourself.
You want to connect with customers.
And have fun helping them succeed.
And you want to serve and feel the pulse of the people you save.
You wouldn’t mind leading a support team either.
And that’s good, because here’s the thing…
My lovely chief of staff (Deanna) needs to have somebody take over this task, not because she isn’t good at leading the support team (in fact, you’ll have to step it up to impress us when she passes the baton on to you) – but because we are growing faster and faster, and thus I can’t have my chief of staff tied up in the nitty-gritty of support problems.
But then again, rising up to this challenge shouldn’t be a problem for you, because as we’ve already seen…
This job is what you’ve been waiting for.
You just didn’t know it until now.
But you can thank me later… for now (if you got the nerves for it) let’s get you and Deanna in front of each other on skype, so she can spot if there is some real skill in you and you can see if your selfidence will stand the test of a live encounter.
No, I’m just kidding.
We’re actually kind people over here.
And we want to hear from you sooner than later, so why don’t you just hit us with a few words about yourself and about how our lives would be worse (if not miserable) without you on the team?
Calvin Correli
CEO and founder of Simplero
Mission
You’re here to make sure we have the right people in support, that they have the right training, and are being held accountable for the right metrics and being held accountable for the right things.
You’ll optimize everything about support, including our knowledge base, coming up with and advocating for improvements to the product to increase customer success, improvements to our internal tools, and anything else we can do to improve quality, reduce cost, and increase delight, all at the same time.
Outcomes to be measured by
Rate of customer delight 
Support staff skill level, culture, and happiness
Time to first response and successful resolution 
Support cost per customer
About Simplero
Simplero is a freedom machine: It lets our customers escape corporate America and create a living doing something that excites them, independent of time and place.
Simplero is a business machine: It runs our customers’ businesses so they can focus on transforming lives, on connecting with their own customers, and on their own spiritual journey.
Simpero is a transformation machine: The lives of our customers and their customers are forever transformed through building their business and living on Simplero. Each interaction with Simplero lifts their vibration.
Simplero is a well-oiled machine: The software and the company as a whole runs incredibly smoothly. We compete against much larger competitors by being incredibly effective and efficient.
Simplero was founded by and is led by Calvin Correli, who’s a very talented developer himself. He has been programming since he was a kid, and has been on Rails since the very beginning.
Simplero is a Software as a Service platform for small business and “solopreneurs.” It allows customers to sell online courses in everything from business, marketing, and how to rent your house on AirBnB, to yoga and meditation and how to live a happy life.
We have an incredible, dedicated team and brilliant and roughly 1000 amazing customers with a total reach of over 5 million people all over the world, and growing each week.

Accounts Support Specialist

The GitHub Accounts Support team is looking for a full-time team member who is based in the Asia Pacific region. This person will join GitHub as part of our global support team and support our customers around the world. This is the current list of countries in which we are set up as an employer in the Asia Pacific region, so legal working authorization is required: Japan, Australia, and New Zealand.

Responsibilities:

When GitHub users have questions, they email support. We help people as quickly and awesomely as possible. Our Account Support team handle passwords, email verification, billing, legal, spam and abuse, account lockouts, fraud, and helping people choose plans. This requires a logical brain and a spidey sense for solving problems.
The most important characteristic of our support team is that we love helping developers. GitHub is a place for people to work better, together. Our job is to help. Support treats users the way we’d want someone to treat our friends.
Our support teammates have excellent writing chops: stellar grammar, charming written personality, and the ability to explain complicated things simply. We measure our success in swiftness, accuracy, and clarity.
Developers: this probably isn’t the job for you, but perhaps you have a friend who would be a perfect fit. Send them this link. Thanks!

Minimum Qualifications:

  • Currently residing in Japan, Australia or New Zealand.
  • Current legal working authorisation to work in Japan, Australia or New Zealand.
  • Stellar English and grammar skills
  • A unique writing style and voice
  • Excellent problem solving skills – you might not know all of the answers, but you know how to find and communicate the solution
  • A strong sense of empathy and the ability to advocate for others
  • Prior customer support experience
  • Technical experience (QA, documentation, elaborate boardgames)
 

Preferred Qualifications:

  • Experience working remotely
  • Previous work with GitHub and/or developers
  • Knowledge of banking or online payment systems
  • Experience supporting web apps
 Who We Are:
GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over 27 million people use GitHub to build amazing things together across 79 million repositories. With the collaborative features of GitHub.com and GitHub Business, it has never been easier for individuals and teams to write faster, better code.

What We Value:

Collaboration: We believe the best work is done together. 
Empathy: We believe in putting people first. 
Quality: We believe in setting the standard for excellence. 
Positive Impact: We believe in making the world a better place through our work. 
Shipping: We believe in creating things for the people using them.

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We’ve designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe. Here is a complete list of where we can hire!
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We’ve designed our top-notch benefits program with these goals in mind. In a nutshell, we’ve built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!
Please note that benefits vary by country, if you have any questions, please don’t hesitate to ask your Talent Partner. 

Support Hero (Americas)

Note: Although this is a remote position, we are currently only considering candidates in timezones within the Americas and willing to work EST hours.
Hotjar’s team is on the hunt for a support hero to join us in providing world-class technical help and assistance to the growing user base of our SaaS product. We take support seriously here, and our Hero team is dedicated to going above and beyond for our users day in and day out. Support is not just something we do, it’s who we are!
As a Hotjar Hero, you will take care of hundreds of Hotjar users every week to ensure they get the reactive support they need to be successful using our product. You’ll also be dedicated to delivering top notch self-service, as we invest a lot in documentation, content and defining changes to continuously improve the overall customer experience. Due to the technical nature of our product, you should have a good understanding of how websites work. This includes being able to troubleshoot minor HTML and CSS issues in web browser-based developer tools.
As a Hotjar Hero, you will also:
  • Be on the front line interacting with our customers through Zendesk.

  • Consistently deliver world-class support with empathy and understanding.

  • Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner.

  • Thrive on problem-solving – with a huge range of customers using a complex product, it’s a crucial part of the job.

  • Work on projects related to improving our support, processes, and self-service.

  • Regularly interact with other departments including Product, Legal, Marketing and Customer Success.

  • Represent the support team at a company level during weekly team meetings.
    Compensation Range
The budgeted compensation range for this role is $45,000 to $62,000 annually. Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered to a successful candidate will be based on relative experience and skills. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.
Requirements
  • Fluency in English, with flawless writing skills. If you also speak other languages, tell us! Portuguese, German, French, Spanish, and Japanese will be considered assets.
  • Previous experience troubleshooting HTML & CSS (JavaScript is a plus), like putting together websites and using web-based developer tools to locate bugs.
  • Naturally empathetic and able to communicate in a way that empowers and never belittles.
  • A preference for working in a strongly team focused and collaborative environment.
  • Comfortable taking initiative and making decisions independent of others.
  • Flexible and adaptable in a fast workplace environment.
  • Desire to work in a caring, transparent, and giving work environment, in line with Hotjar’s company values, culture and ways of working.
  • Must submit to a background check confidentially processed by our third party

Lead, Customer Success – Onboarding & Adoption

Lead, Customer Success – Onboarding & Adoption
(Remote | travel required)
 We’re hiring a Lead, Customer Success for Onboarding & Adoption whose mission will be to drive delivery business value to our customers while leading and serving a team of Customer Success Managers (CSMs).
If you are an experienced Software-as-a-Service (SaaS) Customer Success or Customer Experience professional with demonstrable ability managing a team to drive customer business outcomes through user adoption of SaaS applications, Decisiv’s Vice President of Customer Success wants to hear from you.
As the Lead, Customer Success – Onboarding & Adoption, you will be the driving force behind our team of CSMs who help our customers achieve the desired business outcomes that led them to Decisiv’s products. Plus, you’ll be part of the fastest customer and user expansion Decisiv has undertaken, a critical part of successfully maturing and scaling Onboarding & Adoption processes and operations. In this role, you will report to Decisiv’s Vice President of Customer Success and will be his trusted lieutenant in maturing and scaling Customer Success at Decisiv.
WHO YOU ARE
To be successful in this role, you should be passionate about things like:
·         Process Driven – designing Onboarding and Adoption processes that scale while also achieving the highest level of adoption for each Decisiv customer and their end users.
·         Data Informed – building data collection and analysis into processes to inform decisions
·         Customer Empathy – understanding end users, their responsibilities, their business challenges, and how they view technology and process changes
·         Organizational Change Management – Helping people and organizations change for the better
·         Hands-On – enjoying “getting hands dirty” by digging into complex operations
·         Problem Solving – breaking down ambiguous problems into concrete, manageable components and thinking through optimal solutions
·         Organization & Diligence – crossing the T’s and dotting the I’s
 ABOUT DECISIV’S CUSTOMER SUCCESS TEAM
Our remote-first Customer Success team is a group of self-starters who work remotely just as well as we do in-person. Our size means you’ll have ample opportunities to contribute to the future of our company while expanding your own skills. You’ll learn a lot here, and we want to learn from you. And while we will expect a lot from you, we also value your life outside of work and strive to offer an environment that affords time to recharge.
WHAT YOU’LL BE DOING
You will be leading a team of CSMs to drive delivery of customer business value through onboarding and adoption activities while working closely with the VP of Customer Success to mature and scale Decisiv’s Customer Success operations. Some of your responsibilities will include:
Optimizing and Scaling Onboarding & Adoption Team Processes and Operations:
·         Defining and overseeing standardized customer lifecycle processes and touchpoints
·         Creating a standardized Customer Success playbook and related materials (e.g., Success Plan templates) by customer segment and lifecycle stage
·         Achieving operational excellence within the Onboarding & Adoption Team
Driving Delivery of Customers’ Desired Business Outcomes:
·         Finding ways for CSMs to deeply understand our customers’ business challenges, their desired business outcomes, and ways to help them address both
·         Defining, driving, and demonstrating the business value of Decisiv’s products and connecting that value to customers’ desired business outcomes
·         Methodically managing escalations from your direct reports, other Decisiv teams, and customers
Owning OKRs and Other Metrics for Your Team:
·         Creating models and reporting mechanisms for things like customer health score, customer risk early warning system (e.g., product fit; onboarding; engagement/abandonment; customer sentiment), and team-internal financial and performance models
·         Supporting company and Customer Success OKRs and aligning Onboarding & Adoption OKRs and metrics to both
·         Regularly reporting on Onboarding & Adoption metrics to the VP, Customer Success
·         Routinely reviewing OKRs and other metrics with your team
Recruiting, Coaching, and Managing the Onboarding & Adoption Team:
·         Maintaining a rigorous, fair CSM interview process that builds a pipeline of great candidates
·         Setting expectations and providing regular feedback on team and individual performance
·         Delivering regular training and coaching to your team
·         Performing common managerial tasks (e.g., scheduling, expense reporting) for your team
 QUALIFICATIONS WE REQUIRE
To be a viable candidate for this position, you must demonstrate to us that you have:
·         High ethical standards of conduct
·         Strong technical background and skills, especially with the products in our Customer Success tech stack: tools such as Slack, Zoom, JIRA, Confluence, Pendo, Full Story, Zendesk, Salesforce, Microsoft Office or Google Suite, and Business Intelligence (BI) tools like Jaspersoft and GoodData
·         Leadership, management, organization, communication (written and spoken), problem solving, and analysis skills
·         Provable ability to optimize and scale Onboarding & Adoption processes for a SaaS company
·         Experience from a Customer Success team at a Software-as-a-Service (SaaS) or technology company
·         Experience successfully managing a fully-remote team of 10 or more people.
The successful candidate will also have:
·         A Bachelor’s Degree from an accredited university or a minimum of 4 years of equivalent, directly-related experience leading some facet of a Customer Success team
·         The ability to work in the United States without Decisiv’s sponsorship
·         The ability to travel domestically and internationally without restriction, including holding a current passport or the ability to promptly obtain one.
·         A readily-available work environment:
o   With a strong, stable broadband internet connection that can handle Voice Over Internet Protocol (VOIP) calls, streaming video, and comparable high-bandwidth applications (at least 8 Mbps up / 1.5 Mbps down)
o   Where you can hold telephone and video calls or record video and audio content without interruption or distraction from background noise, activity, etc.
 QUALIFICATIONS WE REALLY LIKE
·         Experience at a SaaS or technology company that serves the transportation, heavy equipment, or power generation industries, especially parts and service management
·         Experience building an Onboarding or Customer Success team
·         Spoken and written communication skills in languages other than American English, particularly Spanish, French, Swedish, or Japanese
·         Live near a major transportation hub
 WHAT’S IN IT FOR YOU
·         A career opportunity to:
o   Lead and serve a dynamic and earnestly dedicated Customer Success team
o   Help mature and scale a growing SaaS company’s Customer Success organization
·         Work remotely when not traveling
·         Training, coaching, and support from a fun team

Customer Support & Profile Moderation

There are no benefits and the pay won’t buy you a yacht. The work may be tedious with dating profile reviews and often answering similar support questions. At times you will lose faith in humanity and wonder how the asker gets by each day. If you need your social life packaged in a meal-deal with your work, prepare to be underwhelmed.
If you’re still reading, this might be your dream job. Our dating site users are in need of your TLC. You will send support emails that help them succeed in finding matches, and ensure they don’t have a Kardashian as their profile pic. Repetitive clichés will amuse you. The photos that make you wish iPhones never had cameras will morbidly fascinate, rather than offend.
If customer service is your passion, perfect! More likely it’s not, but this job will free you to follow it.
You’ll be working up to 40 hours a week with flexibility – our customer support team aims to respond to queries in the shortest time possible between 6am and 8pm EST Monday to Sunday so some weekend work is also involved, but we share the case load so that you don’t step away from the computer wanting to run into the woods never to be seen again.
Put in the work without someone having to prod you, and you can have a great time. Prove yourself and join the ranks of our core team that has been together for years. Our small team is distributed globally. We get shit done but don’t take ourselves too seriously. We are not a startup and measure success by the apparently-unsexy metric of making more money than we spend. We don’t use words like ‘disrupt’, and implemented our ‘exit strategy’ when we escaped the confines of the 9-5 tedium and commute.
If you were mildly entertained, or want a job, we would love to hear from you!
*Candidates from the UK, Ireland, South Africa and Canada are invited to apply for this position.*

Customer Support Manager

Thank you for your interest in us! We are Rise Vision (Our Story & Our Values), a growing privately held software company that helps organizations effortlessly create, deploy and maintain their digital signage. Since 1992, we’ve helped thousands of companies around the world have great looking displays. We have offices in Toronto and Kansas City, but all 35 staff work from anywhere. Our only caveat is that we are all online and working from 9am to 5pm EST Monday through Friday. You can read more about how we work here. 
Let’s talk about you. You understand that building a great company and product doesn’t happen without an amazing support team providing exceptional service while advocating for continuous improvement on the customers behalf. You understand that the best service is no service and the importance of continuously improving how customers can self-service through the application, help center, and user community.
You have 5+ years of running a B2B or B2C customer support team, preferably using Zendesk. You favor using data to make your decisions over opinion. You get excited to jump into a spreadsheet and breakdown ticket data, identify patterns and connections, and draw conclusions that lead to actionable improvements. And while you don’t hesitate to dive into the detail you also understand it’s impossible to see the forest through the trees, that you need to step back out to get a handle on the whole, you can go in and out with ease.
If this sounds like you then read on! We’re looking for a Customer Support Manager to lead and coach our support team in providing exceptional service to our customers while continuously analyzing, identifying, and implementing customer self-service improvements to reduce the amount of effort it takes to support our customers as measured by the number of interactions they have with us to get their question answered or problem solved. We call each of these interactions a “touch” and we’re obsessed with figuring out how we can continuously reduce them while providing exceptional service. Want to join our support group (pun intended) and share our obsession?!?
We’re paying an annual compensation of $65,000 – $97,000, depending on your experience, as well as participation in the company profit sharing plan and benefits, you can read more about how we pay here. Within three months of starting we would like for you to have defined and implemented six touch reduction improvements, two per month, that reduces the amount of effort it takes to support our customers as measured by a 25% improvement in our year over year touch index reduction.
Are you up for the challenge?