Remote Senior Support Manager

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), AST (UTC -4), NST (UTC -3:30)

We are hiring exclusively in the United States for this position.

‍‍We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we’re passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.
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We are looking for a Senior Support Manager to join our amazing team of A-players and drive instant impact for our customers. We are hiring people who have done it before.

Are you qualified for this role?

Have you built and grown a support team for a SaaS hyper-growth company?
Are you familiar with what it looks like to gain efficiencies in scale – not just adding more CSRs to your team – but actually changing how they are working?
Have you been a part of optimizing the help desk tools in the past?
Have you managed teams of tiering customer-facing support agents before?

Are you up to what we’re up to?

Do you embrace challenges as a pathway for your own growth?
Have you embraced difficult conversations with colleagues?
Do you have a track record of providing feedback to peers and leaders to reach goals?
Are you able to articulate what growth looks like for you?

Expectations for your first 90 days:

Put customer interaction satisfaction metrics in place and leverage that information with the inbound team.
Measure the call satisfaction rating and include it in the department scorecard.
Decrease call volume by eliminating the root cause issues.
Hire and successfully onboard additional Customer Support Reps.
Develop and implement inbound playbooks.
Work towards having a considerable percentage of inbound calls solved and eliminated.

A day in the life of…

Foster a company-wide culture of customer-centricity, aligning with the company’s mission, vision, and values.
Enhance the impact of Customer Support, customer retention, and product adoption.
Communicate and monitor the metrics, including churn rates, upgrade rates, total revenue, and customer satisfaction scores.
Enhance the overall customer experience by aligning strategies and initiatives with the sales, marketing, and product teams.
Seek to improve all aspects of the customer experience by reviewing all avenues of customer correspondence.
Recommend service and product enhancement to improve sales potential and customer satisfaction.
Lead and provide value to the team by conducting weekly meetings to review department issues, and team issues while following the EOS format.

Perks:

Pay rate at $100,000-$115,000 per year
8 Company Holidays + Week off at Christmas
6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
1 Volunteer day with the organization of your choice
Birthday lunch on us 🎂
Monthly Healthcare Allowance
Monthly WFH Allowance
Yearly Vacation Allowance
Fun and outcome-driven work environment with a smart, hard-working team
Location independence
Mission-driven company and values-based culture
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Selected candidates will complete asynchronous assessments as well as interviews with different members of our team.

In summary…
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You can do it in an office
You can do it from home
We really don’t care
As long as it’s known 👇
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What matters is this…
When the chips are down
And your back is against the wall
Can we count on you to make the right call?
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Judgment, intuition, or care by another name
We call it “Owning The Outcome” – because it really is the whole game
Have the customers back, and they will treat you the same
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If you can do that
Then we’re birds of the same feather
So come join our team and we’ll make music together.