Senior Manager, Customer Support, North America West
at Circle Minneapolis - will also consider remote in US This is an exciting new role reporting to the VP of Global Customer Support.
You will be joining our rapidly growing team and helping us to scale our Customer Support organization in the North America West region.
Were looking for an independent , self-motivated, proactive, results-oriented and influential person to join our amazing team.
Youll play a critical role focused on helping us scale and deliver exceptional service to all of our customers around the world.
From resolving general inquiries to troubleshooting complex technical issues, you and your team will partner with a variety of internal stakeholders to assist customers with their needs.
You will also be a key member of the Customer Support leadership team tasked with evolving our support model, optimizing our support flows and procedures to ultimately deliver outstanding customer experiences.
- Recruiting, hiring, training, and coaching a team of amazing Customer Support representatives
- Creating and delivering strategic plans for Customer Experience in North America West
- Helping to develop and publish policies and procedures for the Customer Support organization
- Ensuring that all Circle customers are delighted with the service provided by the support team
- Optimizing the support flows and tools used for tracking and responding to customers
- Managing a team of outstanding people who care deeply for customers 24 / 7 / 365
- Defining and maintaining SLAs for all issue types and priorities, handling critical escalations, and providing incident reports to customers
- Reporting regularly to internal stakeholders on customer support operations and working with customer success managers and sales account executives on customer related initiatives
- Partnering closely with peers in other regional locations to ensure continuity of service
- Deep care about the customer experience and a drive to refine your craft
- Motivation and passion in the pursuit of helping people do their very best work
- 10+ years experience in customer experience or customer support roles
- 3+ years of managerial experience, preferably managing support teams
- Experience building, operating and enhancing 24x7x365 customer support teams
- Experience managing International teams
- Knowledge of software solutions such as Zendesk and JIRA
- Experience working well cross-functionally and articulating complex problems clearly
- The ability to thrive in a fast paced environment with high level of autonomy and responsibility
- Experience working with Customer Success and Sales teams on customer engagements
- A track record of achieving high levels of customer satisfaction and operational excellence
- A passion and talent for writing along with excellent verbal communication skills
- Proficiency in Google Suite, Slack and Apple MacOS preferred
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