Senior Manager, Customer Support Lead

6 days ago


Denver, Colorado, United States Brandfolder Full time

Job Summary

We are seeking a highly skilled and experienced Senior Manager, Customer Support to join our team at Brandfolder. As a key member of our Customer Support organization, you will be responsible for leading a team of customer support representatives and driving business outcomes through exceptional customer service.

Key Responsibilities

  • Lead a team of customer support representatives, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to deliver exceptional customer service.
  • Develop and implement strategies to improve customer satisfaction, reduce support requests, and increase customer loyalty.
  • Collaborate with cross-functional teams, including Product, Marketing, and Sales, to ensure alignment and effective communication.
  • Analyze customer feedback and support data to identify trends and areas for improvement.
  • Develop and maintain processes and procedures to ensure efficient and effective support operations.
  • Manage and address client escalations in a timely and professional manner.
  • Develop and track key performance indicators (KPIs) to measure support team performance and make data-driven decisions.

Requirements

  • 5+ years of experience in customer support operations, with a minimum of 3 years in a leadership role.
  • Proven track record of driving business outcomes through exceptional customer service.
  • Strong leadership and people skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
  • Ability to analyze complex data and make data-driven decisions.
  • Experience with customer support software and tools, including ticketing systems and CRM platforms.

Preferred Qualifications

  • Experience working in a SaaS or technology industry.
  • Knowledge of API configuration and manipulation.
  • Front-end languages: HTML, CSS, jQuery.
  • SQL - ability to query a database and create basic reports of customer data.
  • Data manipulation - ability to transform data in CSV and spreadsheets.

What We Offer

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.


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