Senior Manager, Customer Support, North America West
2 days ago
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
- 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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