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Customer Support Manager

New York, NY

Are you passionate about transforming customer support and elevating the customer experience? We're looking for a motivated Customer Support Manager to lead our high-performing support team in delivering exceptional service. In this role, you’ll focus on streamlining ticket resolution, improving processes, and empowering the team to deliver timely, accurate, and high-quality solutions. You’ll also play a critical role in building out self-service resources and enhancing operational efficiency to ensure customers have the answers they need, when they need them. You will report directly to our VP Customer Success + Growth.

 

About us 

At Sourcescrub, we believe two areas of focus are paramount to modern deal origination: Exceptional data quality and a relentless approach to Business Development. Our innovative approach allows finance professionals at all levels in their organization to uncover privately-backed businesses and examine key investor-centered metrics, cutting through the noise in seconds. 

  

As our Customer Support Manager, you will 

  • Lead and Manage Operations: Oversee the day-to-day operations of the Customer Support team, ensuring prompt and accurate resolution of support tickets.  
  • Optimize Processes: Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency and the customer experience.  
  • Handle Escalations: Act as the primary escalation point for complex or high-priority customer issues, driving timely and appropriate resolutions.  
  • Monitor Performance: Track and analyze team performance through KPIs, SLAs, and customer satisfaction metrics to meet and exceed established goals.  
  • Collaborate Across Teams: Partner with Product and Engineering to address recurring customer issues and advocate for product enhancements.  
  • Foster Team Development: Coach, mentor, and empower team members to enhance their technical expertise and customer service skills, cultivating a collaborative and engaged team culture.  
  • Training and Onboarding: Design and deliver training programs for new hires and ongoing development including training on new features.  
  • Build Self-Service Resources: Work with the Director of Customer Success to identify common customer inquiries and expand the Resource Center with robust self-service content.  
  • Communicate and Align: Lead team meetings to share updates, align on objectives, and highlight best practices.  
  • Innovate and Implement Tools: Research and adopt tools or technologies to enhance the team’s efficiency and improve the overall customer support experience. 

 

To be successful, you should have 

  • 2+ years of experience managing a customer support team in SaaS. 
  • Demonstrated data-driven approach to problem-solving and the ability to analyze performance data to implement improvements that drive results. 
  • Strong problem-solving skills and a customer-first mindset. 
  • Exceptional organizational skills, with the ability to manage multiple priorities and communicate effectively, both verbally and in writing. 
  • Resourceful and proactive approach, with a willingness to ask questions and seek clarity to ensure success. 
  • Comfortable navigating ambiguity and thriving in fast-paced, dynamic environments with a passion for process improvement. 
  • Experience with tools like Salesforce, Zendesk, Jira, or other support ticketing systems. 
  • Associate’s or Bachelor’s degree, or equivalent experience

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