Tekmetric is looking for a Manager of Customer Support to lead their Customer Support department and drive successful outcomes and long-term customer satisfaction. The ideal candidate will have 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment, and expertise in customer service operations, processes, and infrastructure in support.
Requirements
- Maintaining best in class SLA’s for customer support communication channels, including phone, chat, and email
- Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance
- Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources
- Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
- Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer
- Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings
- Partnering cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
- Leading collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved
Benefits
- Generous Paid Time Off
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
- Comprehensive health benefits
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Life and Accidental Death & Dismemberment (AD&D) Insurance
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you
- Keep growing with support for continuing education - we’re invested in your development
