Customer Support Manager
Our Customer Support team is the heart and soul of our business. As the Customer Support Manager, you will be guiding the success of RigUp’s Customer Support Team. If you have a desire to help others, an interest in technology, and a passion to make the customer service experience a bit more human, this could be the right opportunity for you! You will be responsible for setting clear expectations for your team and deploying strategies and processes to exceed those expectations. You will represent RigUp to our new and existing customers with the goal of helping build/grow relationships with users, promote the use of software adoption, and enable an efficient business through process improvement and implementation.
What You'll Do
- Oversee the day-to-day operations of the customer support team
- Create a productive and motivating work environment
- Develop as well as implement customer-focused standard operating procedures, policies, and standards
- Contribute to the product development process by communicating frequent customer issues as well as potential solutions internally
- Drive customer engagement and adoption of the software platform
- Establish KPIs and collaborate with the team to meet those metrics
- Recruit, train, mentor and develop customer support representatives and nurture an environment where individuals can grow their skills
- Practice effective communication with key stakeholders, both internally and externally
- Participate in team-building and company-growth activities including strategy setting, training, marketing efforts and customer care
- Other duties as assigned
What We're Looking For
- Minimum 3-5 years leading a customer service or support team, preferably in software or technology
- Excellent leadership and interpersonal skills
- Proficiency in utilizing data to drive and make decisions, with our customers being front of mind
- Experience with implementing or iterating to improve customer support tools and systems
- Highly driven individual with a strategic focus and a strong sense of urgency
- Willing to go the extra mile with a strong work ethic; self-directed and resourceful
- Consistent overachievement of goals and helping others meet their goals
- Agile and adaptable to a fast-paced environmentYou have a desire, even an obsession, with improving the customer experience and building the best team to do so
- You know what to say and more importantly, how to say it
Perks
- Flexible PTO policy
- 401k Program with 4% match
- Fully paid employee health insurance
- Daily catered meals
- Competitive commuter benefits
- Open office space in the heart of downtown Austin
- Career development opportunities + partial reimbursement for ongoing education
- $2,000 vacation stipend on your 3 year anniversary
RigUp is a technology company that's building a platform to better support the energy workforce. Through the industry’s largest marketplace, we’re improving the lives of contractors and helping service providers and operators find the people who will get the job done. Headquartered in Austin, TX, and backed by Founder’s Fund, Quantum Energy Partners, and Silicon Valley Bank, we’ve raised $123.8 Million in funding to support our mission to change the way work is done in the oilfield.
Our goal is to make RigUp an environment where any and all people feel welcome, respected, and free to be their authentic selves. We welcome applicants of all gender identities, sexual orientation, educational background, religion, ethnicities, veteran status, and citizenships. We’d love to learn what you can add to our team!