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Senior Customer Support Manager

2 months ago

Denver, Colorado, United States Brandfolder Full time

Senior Customer Support Manager

at Brandfolder, we are dedicated to transforming the management of digital assets into a streamlined experience. Our mission is to provide the most intuitively powerful platform for storing, sharing, and showcasing assets. The success of Brandfolder is driven by our team, and we seek individuals who are ready to challenge the status quo and propel us forward.

We are in search of a Senior Customer Support Manager who is committed to delivering an exceptional customer experience that sets Brandfolder apart from the competition. This role reports to the Head of Customer Experience and requires a personality that is both customer-focused and employee-centric. You will be a proactive leader passionate about fostering the professional growth of your team while ensuring outstanding customer service.

Key Responsibilities:

Leadership Duties

• Train, develop, and mentor team members, enhancing their skills and competencies to meet targets for sustainable growth.

• Oversee the daily operations of the team, which includes front-line support representatives, instructional designers, and technical staff.

• Conduct timely and constructive performance evaluations.

• Plan for ongoing team growth and development.

• Drive team success by motivating, rewarding, and coaching team members.

Operational Responsibilities

• Provide exceptional direct support to our global customer base, achieving key business outcomes while ensuring the well-being of the Support team.

• Collaborate with the Customer Experience team to meet department-wide goals and initiatives.

• Facilitate the implementation of new processes and technologies, adhering to change management principles in a dynamic environment.

• Ensure the smooth operation of daily agent interactions.

• Analyze performance metrics regularly to drive improvements and goal attainment across the team.

• Develop and refine processes and procedures that enhance efficiency and consistency in support.

• Manage client escalations with a proactive approach, ready to resolve issues swiftly.

• Identify and exceed team and individual performance metrics that align with Brandfolder's objectives.

Qualifications:

Essential Skills:

• 5+ years of experience in support operations or a related field within the SaaS/Technology sector.

• 3+ years of direct management experience in customer support roles.

• Strong leadership and interpersonal skills.

• Proven ability to coordinate projects and deliver results across diverse teams and locations.

• Experience with merger and acquisition integration.

• In-depth understanding of advanced customer support concepts and customer experience strategies.

• Strong analytical skills to interpret complex data and implement actionable insights.

• A genuine passion for assisting others and creatively solving complex challenges.

• Experience managing both in-office and remote teams, including individual contributors and technical roles.

• Proficiency in Excel, flow diagramming software, B2B ticketing systems, and presentation tools.

Preferred Qualifications:

• Previous experience in a rapidly growing environment.

• Knowledge of API configuration and manipulation.

• Familiarity with front-end technologies such as HTML, CSS, and jQuery.

• SQL skills for querying databases and generating customer data reports.

• Data manipulation capabilities, including transforming data in CSV and spreadsheets.

Benefits:

• Health Savings Account (HSA) with 100% employer-paid premiums, or options for medical/vision/dental coverage.

• Equity through Restricted Stock Units (RSUs) included in all offers.

• Employee Stock Purchase Program with a 15% discount.

• 401k Match to support your retirement savings.

• Monthly stipend to enhance your work and productivity.

• Flexible Time Away Program, along with incidental sick leave.

• Up to 24 weeks of parental leave.

• Paid Volunteer Day to give back to the community.

• Opportunities for professional development, including access to online courses.

• Company-funded perks, including counseling and primary care memberships, and local retail discounts.

• Teleworking options available for eligible roles.

Equal Opportunity Employer:

Brandfolder is an Equal Opportunity Employer committed to creating an inclusive environment. We provide employment opportunities without regard to any legally protected status. We encourage applications from individuals with diverse backgrounds and experiences.