Description
Manager, Customer Support
Department: Customer Success
Employment Type: Full Time
Location: Remote
Description
Coursedog is looking for a technical, detail-oriented, and strategic leader to drive an incredible customer support experience. As the Head of Support at Coursedog, you will play a pivotal role in shaping the processes and strategic initiatives of our Support Team. You will have the opportunity to manage and mentor a highly skilled team of Technical Support Analysts, each with extensive product knowledge and technical expertise. You will develop a deep understanding of customer challenges and work cross-functionally to share customer feedback to drive product improvements. You will own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time, while also implementing improvements to help scale the team. We’re looking for someone who can lead high-level strategic conversations while also executing with a keyboard-level focus.
Key Responsibilities
- Team Performance: Be accountable to the Support Team’s KPIs, including ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time.
- Staffing, Hiring & Onboarding: Oversee the staffing recommendations of the Technical Support Analysts team based on deployed customer forecast. Recruit and onboard new Technical Support Analysts (TSAs).
- Training & Enablement: Train and develop both the technical expertise and product knowledge of the Support team, offering ongoing training and deep dives into tickets to drive faster ticket resolutions. Lead annual performance reviews.
- Tools Implementation & Management: Own operations and upkeep of current Support Team tools. Scope and drive new ticketing tool implementation to improve customer experience and support team efficiency.
- Collaboration: Work closely with Product, Engineering, Customer Success, Data Engineering, and User Education to share insights and trends on current customer challenges. Manage the rollout for large feature releases ensuring proper QA, documentation, and training.
- Reporting & Data: Analyze Support Ticket volumes to provide deeper insights into common trends. Identify upstream solutions and scalable team process improvements to deflect ticket volumes.
- Global Support Implementation: Meticulously project manages the implementation and ongoing support of Coursedog’s global Customer Support team. Act as the point person for our 3d party vendor.
- Trends and Innovation: Stay ahead of industry trends and innovations, implementing best practices that improve the Support Team’s operations, including AI chat.
Skills Knowledge and Expertise
- BS in Computer Science, related technical degree, or equivalent work experience
- 3+ years leading technical support for an enterprise SaaS organization
- Experience with APIs and technical troubleshooting, enabling you to coach and mentor the Support team.
- Proven track record in leading and scaling high-functioning Support teams.
- Excellent analytical, problem-solving, and communication skills, with a bias for action and a growth mindset.
- Exceptional attention to detail, with a commitment to maintaining the highest standards for quality and output.
- Strong customer-facing experience, with proven ability to communicate effectively and build rapport with clients.
- Experience driving the scoping and implementation of new Support tooling is a plus.
Working at Coursedog
Benefits
- Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
- Retirement: We offer a 401k plan on day one of your employment.
- Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
- Remote-First: We value flexible working hours over set hours, results over the number of hours, and asynchronous communication focused on transparency over need-to-know access.
- Equity: You’ll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
- Parental Leave: To help support new parents in the workplace, we offer up to 12 weeks of paid parental leave.
Diversity, Equity, and Inclusion
Coursedog is an equal-opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives
We strongly encourage applicants from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
Accommodations
Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process.
