Manager, Customer Support

Sales Mill Valley, California


Description

As a Manager for the customer support team, you will be leading a group of high performing frontline Customer Advocates to provide a thoughtful and impeccable customers experience. The ideal candidate for this role is passionate about the customer, and understands the importance of running a highly effective and cohesive team with direct reports across different office locations.

What you’ll do:

  • Develop your team of Support Representatives (technical and non-technical) to deliver speedy, high quality resolutions to business level customers while meeting SLAs
  • Plan and implement customer success support programs that aim to improve ROI, retention, and overall happiness of our customers
  • Collaborate with other leaders across Glassdoor to design programs that integrate Glassdoor’s global customer success organization

Specific tasks & responsibilities:

  • Day-to-day management of about 10 Customer Support Representatives across 3 locations; Mill Valley, Chicago, and the Philippines
  • Coach frontline Support Representatives to help them achieve their goals
  • Analyze trends to make informed decisions about the team, product enhancements, scheduling, and more
  • Manage customer escalations to create positive interactions
  • Partner with in-house recruiting team to hire world-class employees
  • Support your team's professional development, well-being in the workplace, and mentor your team to develop their customer facing skills
  • Drive your team to hit KPI’s without compromising customer experience.
  • Effectively communicate with cross functionally with internal leadership to understand customer pains and propose solutions that maximize the customer experience

Requirements:

  • 4-6 years in service roles or equivalent experience
  • 2-3 years managing frontline teams
  • A deep understanding of customer service, technical issue resolution, and support best practices
  • Ability to manage and develop a team of customer-facing staff
  • Experience with incident management (e.g. bugs, outages, product downtime) and customer communication
  • History of identifying and implementing new programs that drive customer success and/or team development
  • Demonstrated ability to lead independently and adapt your style to fast paced organizational change
  • Experience recruiting, coaching, and developing team members
  • Exceptional data monitoring, analysis, and manipulation skills
  • A desire to grow and develop a team of driven individuals in achieving their goals

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage; 85% dependent coverage
  • Equity in a late stage startup backed by top-tier VCs
  • Sunny & peaceful Mill Valley offices located right on the water
  • Walking, running and biking trails steps away from the office
  • Onsite gym and fitness classes
  • Free catered lunch; new menu daily
  • Paid holidays and flexible paid time off
  • Your choice between Mac or PC
  • Dog-friendly office (with dog-free zones if you are so inclined)
  • Free parking

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.