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The Manager of Customer Support will be responsible for the strategic leadership and tactical execution of our customer support organization.  This person will build, develop and oversee the team, and processes, that ensure our customers are successfully using our products and services.   

This role will be working cooperatively with the sales, product, ops, and marketing teams to continue to improve the overall customer experience. You will have the opportunity to develop deep customer relationships, address escalations, and drive customer success.

Responsibilities

  • Develop and manage processes to ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency.
  • Implement and manage the tools to enable us to deliver support at scale as the company grows: case management, knowledgebase, Trailhead, self-help, customer feedback management, etc.
  • Develop the team responsible for solving customer support needs. Grow the team by recruiting, hiring, training, and coaching.
  • Ensure the team is set up to succeed with educational resources and self-serve content. Build tight feedback loops between educational resources and user needs.
  • Set team goals and run experiments to improve the customer experience. 
  • Partner cross-functionally to improve customer experience across the company.


Requirements

  • 5+ years of customer support/success experience at a SaaS company
  • 2+ years of experience with Salesforce Service Cloud
  • Experience with Salesforce Trailhead preferred
  • Certified Salesforce Administrator (Admin201)
  • You thrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environment.
  • You have exceptional organizational, operational, and analytical skills.
  • Finance and/or accounting experience is highly desirable

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • APEXLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • PardotEmail

Location

3700 Thompson Street, Austin, TX 78702

What are Place Technology, Inc. Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Stocked Kitchen
Happy Hours
Happy hours are hosted At team's discretion.
Parking
We offer employees Paid on-site garage parking.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
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