Customer Support Manager

4 weeks ago


Englewood, Colorado, United States SambaSafety Full time
Job Overview

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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