Customer Experience Manager

1 month ago


Santa Ana, United States DrBalcony Full time

We are looking for a dynamic and entrepreneurial Customer Support Manager to establish and lead our customer support call center from the ground up. If you have previous experience working in a startup environment, thrive in fast-paced settings, and enjoy building processes from scratch, this role is for you. As part of a rapidly growing team, you will define procedures, implement support tools, and develop key metrics to ensure a seamless and exceptional customer experience.

Key Responsibilities:

  • Team Leadership: Recruit, train, and manage a small but rapidly growing customer support team. Foster a startup mindset where agility and innovation are key.
  • Build Processes from Scratch: Design and establish scalable support workflows, escalation protocols, and scripts suited for a startup environment where speed and adaptability are critical.
  • Define and Track Metrics: Establish key performance metrics (e.g., response time, first-call resolution, customer satisfaction) and optimize them regularly as the team grows.
  • Implement Startup-Friendly Tools: Identify and integrate cost-effective, startup-friendly tools and technologies (CRM, helpdesk software) to enhance support efficiency.
  • Startup Agility: Be hands-on and willing to adapt quickly to changes, whether it's testing new processes, taking customer calls, or helping with cross-functional needs.
  • Data-Driven Growth: Leverage support data to make informed decisions and iterate on processes, ensuring the team meets evolving customer and business needs.
  • Collaborate Across Teams: Work closely with other departments (Product, Engineering, Sales) to resolve customer issues, while bringing the startup mentality of breaking silos and moving fast.
  • Customer-Centric Culture: Embed a customer-first mentality in the support team, ensuring that every interaction leads to a positive customer experience.
  • Policy Development: Create and document customer support policies, training materials, and best practices, ensuring they are scalable as the company grows.

Requirements

  • Bachelor’s degree in Business, Communications, or a related field (or equivalent experience)
  • 3+ years of experience managing customer support or call center operations, ideally in a startup or high-growth environment
  • Proven track record of establishing customer support procedures and metrics from the ground up
  • Strong leadership and hands-on approach to team management
  • Experience selecting and implementing CRM, Salesforce, Zendesk, Zoho and support tools in a cost-effective manner.
  • Excellent communication and problem-solving skills
  • Ability to thrive in a fast-paced, constantly evolving startup environment

Preferred Qualifications:

  • Previous startup experience is highly valued; ability to adapt quickly, wear multiple hats, and contribute beyond core responsibilities
  • Experience in SaaS, tech, or construction-related industries
  • Familiarity with startup growth stages and scaling customer support teams accordingly
  • Strong data analysis skills to drive continuous improvement

Benefits

  • Competitive salary and equity options
  • Health Insurance
  • 401K
  • The chance to be a key part of building a company from the ground up
  • Professional growth opportunities as we scale
  • A fast-paced, entrepreneurial work environment where your voice matters


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