Customer Support Manager
JOB FUNCTION Customer Support Manager
COMPANY Rise Vision
LOCATION Headquarters:Toronto, ON,North America
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?