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Manager, Technical Support

4 months ago

New York, New York, United States Kustomer Full time

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta's Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer's growth and success for many years to come.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

Our technical support team is looking for a Manager, Technical Support to help us scale to meet the rapid growth of our platform.

You'll be responsible for:

  • Managing, mentoring, and recruiting for our Technical Support team. Our team works tirelessly each day to support our customer base of forward-thinking CX professionals
  • Follow up with customers to gauge their satisfaction with problem resolution; identifying support problem areas (i.e. negative trends) and, if warranted, implementing corrective actions
  • Own leadership escalations from customers by engaging each customer with a high level of customer service
  • Setting clear objectives, evaluating progress and instilling a high-performance culture with a focus on teamwork, service excellence, and ownership for resolving customer issues
  • Partner with Technical Support Leadership by reporting team performance, project updates, and new initiatives
  • Creating, managing, and improving standard operating procedures within the team
  • Ensuring working practices are well defined and operational, with minimal disruption, using technology to improve efficiency as appropriate
  • Managing the team and coaching to individual performance, technical, and soft skills development
  • Encouraging open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together; empowering the team to perform at their highest level
  • Reviewing daily workloads and taking appropriate action to ensure our SLAs are met
  • Keeping up to date on new product features and providing input and tactical direction to the business on customer service and support challenges through a partnership with product management
  • Assisting on-call support staff with urgent issues they cannot resolve on their own, which may require evenings and weekends availability
  • Creating and maintaining all documentation and procedures relating to Support and, when necessary, coaching and guiding team members as they rollout new procedures
  • Recognizing and identifying opportunities for continuous improvement and proactively proposing and implementing these solutions

Your qualities:

  • You build relationships easily, and enjoy contributing and developing initiatives that aid in technical support
  • You have experience defining metrics and demonstrating value for customers
  • You possess a strong foundation in customer management solutions
  • You have excellent written and verbal communication skills, and a demonstrated ability to interact successfully with others to convey complicated material
  • You can quickly absorb and retain technical information. This position requires an advanced knowledge of our system to better engage our internal engineering support team
  • You enjoy leading by example, mentoring, and inspiring others to do their best work while driving individual and team accountability
  • You are a self-motivated team player and coach that can follow and lead as situations dictate
  • You empathize with customers in a genuine way that shows you care about their issues
  • You can make decisions under pressure and solve problems accurately and quickly
  • You are able to build new processes or programs to help scale the team while providing excellent service
  • You have 2+ years of management experience in a similar role; experience with SaaS companies and startups a plus
  • You have a "customer first" mindset and a strong sense of ownership and determination to get things done
  • You welcome constructive criticism and feedback from internal partners as well as external customers
  • You are a creative problem solver and can think outside the box to get things done
  • Available to work from 10am - 7pm EST or 12pm - 9 pm EST

Nice to have

  • You have a demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, but this does not mean you need to be a software engineer

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in and does not seek funds from candidates in any circumstances.