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Senior Support Manager

Remote North America

About GoodTime

GoodTime empowers individuals and organizations to achieve better outcomes from their hiring process. Powered by the GoodTime Meeting Optimization Engine, the platform automates scheduling, ensures the right participants are involved, and delivers actionable insights to foster more effective interviews.

GoodTime's flagship solution, Hire, enables companies to secure top talent faster through Candidate Relationship Intelligence. By automating 90% of interview management tasks, unlocking data-driven insights, and enhancing experiences with human-centric AI, Hire transforms the recruitment process.

Trusted by over 300 leading companies—including Spotify, Slack, Pinterest, Okta, HubSpot, and HelloFresh—GoodTime is redefining how businesses recruit and meet. Discover more at goodtime.io.

Our Culture of Entrepreneurship is built on three pillars; autonomy, accountability, and collaboration.  As a teammate at GoodTime, you will need to rely on and embody these traits, own your role, and balance autonomy with company alignment.  

You might be a good fit for GoodTime if you:

  • Like to work with amazing people
  • Are friendly, always willing to lend a helping hand
  • Can make a path forward, even in ambiguous situations
  • Are humble, able to admit your failures (we’re all human)
  • Love to learn, self-taught in many areas
  • Are bored without a hard problem to solve
  • Enjoy seeing your hard work make real impact, and controlling your own success 

The Role

As the Senior Customer Support Manager, you will lead and mentor our customer support team, overseeing daily operations to ensure timely, high-quality responses to customer inquiries. You will be responsible for setting performance metrics, developing strategies to improve customer satisfaction, and collaborating with cross-functional teams to enhance the overall customer experience.

What you’ll do

  • Lead Daily Customer Engagement: Ensure all customer inquiries are promptly addressed within established SLAs. Handle escalated issues with a focus on resolution and customer satisfaction.
  • Support Team Leadership and Development: Manage a team of customer support specialists, providing ongoing training, coaching, performance reviews, and opportunities for career advancement.
  • Technical Troubleshooting (Level II Support): Conduct in-depth technical investigations to resolve complex issues.
  • Regression Testing Oversight: Assist in designing and executing manual regression testing processes to maintain system stability.
  • Integration Partner Coordination: Stay informed of updates and changes to partner API documentation and announcements, ensuring timely communication to the engineering team for proactive adjustments.
  • Customer De-escalation: Regularly meet with customers to provide troubleshooting support and resolve escalated concerns.
  • Performance Metrics and Reporting: Establish and monitor support KPIs, analyze performance data, and report findings to senior management.
  • Enhance Customer Satisfaction: Track feedback, gather insights, and develop strategies to elevate customer satisfaction and engagement.
  • Cross-Functional Collaboration: Work closely with product and engineering teams to relay customer feedback, report bugs, and contribute to user experience enhancements.
  • Process Optimization: Continuously review and refine support workflows, tools, and resources to boost efficiency and the overall customer experience.
  • Documentation Management: Ensure support documentation is current and comprehensive, aiding both customers and support staff in troubleshooting and self-service needs.

What you’ll bring 

  • Experience: 3+ years of experience in customer support with at least 1 year in a managerial or team lead role, preferably in a SaaS or tech environment.
  • Skills: Strong communication, leadership, and problem-solving skills; proficiency with customer support tools (e.g., Zendesk, Freshdesk, or similar).
  • Customer-Centric: A passion for delivering a positive customer experience and driving improvements based on customer feedback.
  • Analytical Mindset: Ability to analyze support metrics, identify trends, and make data-driven decisions.
  • Team Player: Collaborative mindset with the ability to work cross-functionally and support team growth.
  • Adaptability: Comfortable working in a fast-paced, evolving environment with changing priorities.

Commitment to You

The more diverse and inclusive the workplace, the more our product, community, and company can flourish.  We have people from many different backgrounds and knowledge areas.  As a prospective teammate, you may not “tick” all the boxes here, and we don’t expect you to.  If you believe in the vision and values at GoodTime, please apply!  We’re proud to support and be an ally to the BIPOC community, women, veterans, and those recovering from the various effects of the pandemic. 

Benefits/Perks

  • Remote first culture
  • Health, Dental, and Short-term Disability plans, with generous employer contribution
  • Paid Parental Leave (including adoption placement)
  • Flexible time off 
  • $500 home office subsidy
  • Up to $500 towards self-selected learning and development
  • Pre-IPO Stock Options

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Remote in United States Only 

We are unable to accommodate Visa holding candidates at this time

Please Note: No 3rd Party Agency/Recruiters will be considered.

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