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Manager of Customer Support

Company Zipwhip
Location Seattle, WA
Update 5 Day ago
We were recently honored to be named one of the Best Places to Work in Seattle (#4!), so check us out!

This opportunity is with Zipwhip, a cutting-edge, SaaS landline texting company. Zipwhip has a reputation for delivering the highest level of customer service and this role is the key owner of the team that delivers that high level of service. We've got a casual, close-knit, team-oriented workplace filled with funny, intelligent, and dedicated people. We work and play in Seattle, WA. We are looking for an experienced customer support leader who thrives in a dynamic, fast-paced environment and exhibits grace under pressure. This is a leadership position requiring collaboration with management, sales, customer experience specialists, product owners, engineering and other departments to ensure common product and customer priority goals are met.

What you'll do in this role
You will manage our customer experience support team at Zipwhip This is a "working manager" position, meaning, you will help to recruit and mentor staff members, assist with solutions to everyday customer service and staff issues and take escalations, as necessary. As the manager of the team, you will also set department goals, map out career growth paths for team members and manage hiring and terminations Monitor and encourage improvement of team performance using call volume, call times, ticket/case time to resolution, QA metrics, CSAT, NPS, SLAs and other best practices Ensure customer experience specialists are educated and communicating correct information to and from the customer base; you are ultimately responsible for onboarding and ongoing training of the customer support team and will oversee that they meet/exceed their service objectives and KPIs Become a subject matter expert in all things Zipwhip Zipwhip is a dynamic environment from the needs of our customers and partners to the rapid pace of product change in our services, you'll be working to enable your team to be one step ahead of that change and providing valuable feedback into our product experience Collaborate with other managers to ensure there is support coverage during main business hours Take responsibility for managing budgets, as applicable, including staff compensation, creating coverage, hiring plans and promotions Lead escalation of product issues using internal bug tracking tools and follow up to ensure timely correction, look for trends, security issues, and technical problems in need of escalation and see them through to resolution Constantly improve on department procedures and daily activities, including technology and/or tracking systems/tools
What we'd like to see in your experience
5+ years customer support management experience in a technical setting, with a history of progression in career/position advancement History of contributing to or building strong teams with positive internal cultures and the ability to bridge gaps with other departments Requires ability to prioritize tasks, excel at time management skills, be detail-oriented with outstanding follow through, and make sound decisions on a daily basis A strong "over communicator" who wants to keep everyone informed both inside and outside their team A data-influenced leader who understands the value of data as an indicator of performance, but doesn't rely on it exclusively in making decisions Experience with contact volume forecasting and shift scheduling (Resource Management) is preferred Experience in SaaS, telecommunications or enterprise software industries preferred Troubleshooting skills required Experience with Microsoft Office, Salesforce, both in usage and in supporting users, is beneficial, but not required
Education Requirements
Bachelor's degree or equivalent experience is required
We offer
Competitive salary and equity Complimentary access to a fitness center Company-wide Friday lunches catered from local restaurants Full benefits package including medical, dental, and matching 401k Complimentary shuttle access to office from King Street Station and Ferry Terminal Ideal location in SODO neighborhood (across the street from Safeco Field!) Stipend for transportation and cell phone