Senior Manager, Customer Support, North America West

2 days ago


Salt Lake, Utah, United States Circle International Bermuda Limited. Full time
Senior Manager, Customer Support, North America West

At Circle International Bermuda Limited, we're seeking a seasoned Senior Manager, Customer Support, North America West to lead our rapidly growing Customer Support organization in the North America West region. As a key member of our Customer Support leadership team, you'll play a critical role in helping us scale and deliver exceptional service to our customers worldwide.

Key Responsibilities:
  • Recruit, hire, train, and coach a team of talented Customer Support representatives
  • Create and deliver strategic plans for Customer Experience in North America West
  • Develop and publish policies and procedures for the Customer Support organization
  • Ensure all Circle customers are delighted with the service provided by the support team
  • Optimize support flows and tools used for tracking and responding to customers
  • Manage a team of outstanding people who care deeply for customers 24/7/365
  • Define and maintain SLAs for all issue types and priorities, handle critical escalations, and provide incident reports to customers
  • Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer-related initiatives
  • Partner closely with peers in other regional locations to ensure continuity of service
Requirements:
  • 10+ years of experience in customer experience or customer support roles
  • 3+ years of managerial experience, preferably managing support teams
  • Experience building, operating, and enhancing 24x7x365 customer support teams
  • Experience managing international teams
  • Knowledge of software solutions such as Zendesk and JIRA
  • Experience working well cross-functionally and articulating complex problems clearly
  • The ability to thrive in a fast-paced environment with high levels of autonomy and responsibility
  • Experience working with Customer Success and Sales teams on customer engagements
  • A track record of achieving high levels of customer satisfaction and operational excellence
  • A passion and talent for writing along with excellent verbal communication skills
  • Proficiency in Google Suite, Slack, and Apple MacOS preferred


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