Customer Support Manager
4 weeks ago
SambaSafety is seeking a highly skilled and experienced Customer Support Manager to lead our remote team of Customer Success Representatives. As a key member of our customer-facing team, you will be responsible for overseeing the delivery of exceptional customer support and driving operational efficiency.
Key Responsibilities
- Manage a team of 15 Customer Success Representatives, providing guidance and support to ensure seamless customer interactions
- Develop and implement efficient processes and workflows to streamline ticket resolution and improve customer satisfaction
- Collaborate with cross-functional teams to champion customer priorities and interests, driving business growth and customer loyalty
- Track and report team performance metrics, identifying opportunities for process improvement and implementing changes to enhance efficiency
Requirements
- 5+ years of customer service management experience, with a proven track record of managing successful teams in a fast-paced, SaaS-based environment
- Experience with data analysis and reporting tools, including Salesforce and/or Power BI
- Strong leadership and collaboration skills, with the ability to navigate complex platforms and understand current and future business requirements
- Customer-focused and self-directed, with a passion for delivering exceptional customer experiences
What We Offer
- Flexible and generous Paid Time Off and Paid Volunteer Days
- 401k Employer Match
- Generous Healthcare Benefits
- Wellness & Tuition Reimbursement
- Flexible Work Arrangements
SambaSafety is an equal opportunity employer committed to creating a diverse and inclusive work environment. We strive to foster an inclusive culture that supports, encourages, and celebrates a wide array of diversity. We are committed to creating a space where all employees can show up as their authentic selves every day.
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