Manager of Customer Support and Implementation

About ThriveCart:

ThriveCart is a powerful platform used by over 50,000 people worldwide to generate over $5B in sales. Included within the ThriveCart platform is a learning management system (LMS), affiliate management, cart and checkout functionality, making it a top solution for creators, coaches, consultants, and other businesses.

We integrate with everything you use and have a simple, clean UI with numerous features that allow customers to build income from existing traffic and we are the highest-converting cart for online businesses. Our business is growing, profitable, and backed by LTV SaaS Growth Fund, and we are looking to expand our footprint amongst online businesses.

Location: Remote

Job Overview:

As the Manager of Customer Support, you will oversee and manage a portion of our CS & Support organization, including the Tier 2 & 3 Support team, our Convertri Support team, and the Implementation team. Your primary responsibility will be to ensure the effective management and development of these teams, focusing on operational efficiency, process improvements, and customer satisfaction. This position is key in driving the success of our customer support operations while collaborating across departments to deliver excellent customer experiences.

What Your Work Will Entail:

Team Leadership:

• Manage, mentor, and develop your direct reports, ensuring alignment with company goals and customer success metrics.
• Foster a positive, high-performance culture, promoting continuous learning and team engagement.
• Conduct regular performance evaluations, provide constructive feedback, and create personalized development plans for each team member.
• Act as a point of escalation for complex customer issues, providing expert-level support when necessary.

Operational Management:

• Oversee the daily operations of all teams, ensuring timely and efficient resolution of customer inquiries and successful implementation of customer projects.
• Monitor team performance, tracking key performance indicators (KPIs) such as resolution times, customer satisfaction, and ticket volume, ensuring alignment with company objectives.
• Ensure the team consistently adheres to established processes while identifying opportunities for process improvements.

Customer Satisfaction:

• Ensure the highest level of service is provided to customers, addressing complex issues and proactively identifying opportunities for improvement.
• Gather and analyze customer feedback to drive actionable improvements in service delivery.
• Work with cross-functional teams, such as product and sales, to enhance the overall customer experience.

Cross-Functional Collaboration:

• Collaborate closely with teams such as Product, Marketing, and Engineering to resolve customer issues and improve support processes.
• Share customer insights with other departments to guide product improvements and ensure alignment across teams.

Continuous Improvement:

• Identify trends in customer issues and work with relevant departments to develop long-term solutions.
• Lead initiatives to enhance the knowledge base, training materials, and internal documentation to improve team efficiency.

Reporting and Analytics:

• Provide regular reports on team performance, customer feedback, and strategic initiatives to senior management.
• Use data to drive decisions and improve operational efficiency.

Customer-Centric Mindset:

• Develop and implement strategies that prioritize customer satisfaction and align support operations with customer needs.

Leadership and Mentoring:

• Foster individual and team growth through coaching, mentorship, and clear performance expectations.

Strategic Thinking:

• Use data and market trends to refine support strategies and ensure they align with company objectives.

Collaboration:

• Facilitate communication and collaboration across departments to resolve customer issues and improve the overall customer experience.

Financial Acumen:

• Understand team capacity and provide input into budgeting, ensuring the support function operates efficiently and within budget.

What You Bring To This Role:

Experience & Skills

• Proven experience in a customer support management role, preferably in a SaaS environment.
• Strong leadership and people management skills, with a track record of mentoring and developing high-performing teams.
• Excellent problem-solving and analytical abilities, with a data-driven approach to decision-making.
• Exceptional communication skills, both written and verbal, with the ability to influence stakeholders and negotiate outcomes that benefit both customers and the organization.
• Proficiency in using support ticketing systems, CRM software, and analytics tools.
• Solid understanding of SaaS products and customer support best practices.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

Key Competencies

• Customer-Centric Mindset – Focused on understanding and solving customer needs.
• Leadership & Mentoring – Develops team members and fosters a growth-oriented environment.
• Strategic Thinking – Uses data to identify trends and drive continuous improvements.
• Collaboration – Works cross-functionally to align customer support with business goals.
• Values Alignment – Embodies ThriveCart’s core values in decision-making and leadership.

Learn More About ThriveCart:

Our Values are:

Commit to Excellence
Find a Way
Help Each Other
Keep Growing
Data First