Manager, Customer Support

Sales Chicago, Illinois


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
  • Paid holidays and flexible paid time off
  • Equity in a late stage startup backed by top-tier VCs
  • Located in up-and-coming Fulton Market neighborhood
  • Discounted memberships for local gyms and Divvy
  • Catered lunch 3 days a week
  • Your choice between Mac or PC
  • Fun office events and celebrations
  • Free parking and convenient to public transportation

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.