Manager, Customer Support at Place Technology

| Austin
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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
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail

Location

3700 Thompson Street, Austin, TX 78702

An Insider's view of Place Technology

What’s the vibe like in the office?

Our office vibe is upbeat, collaborative, and driven. Leadership is open and encouraging and committed to the goals and success of the company and it shows. We're small enough that everyone gets to contribute to the overall office vibe and we're empowered to bring our authentic self to the office everyday to make an impact.

Hogan

Account Executive

What's the biggest problem your team is solving?

The Product Group is a growing team of creative problem solvers. We build products we love and use them every day.
We are quick, agile, and always have an ear out for a good idea that will help our customers.

Kyle

Director, Product

What makes someone successful on your team?

The most successful employees we have are curious, creative, and resilient. Their curiosity drives them to never stop learning. Being creative means they're always thinking of new ways to challenge the status quo. And their resilience ensures they've got the drive and mental toughness to plan for the best and prepare for the worst.

Alex

Head of Strategic Alliances

How do you empower your team to be more creative?

Our best ideas come from the team, our leadership team knows this and encourages everyone to share thoughts and ideas. One of our core values is to think bigger. We define that as thinking bigger than what can be seen and measured at the moment. Take calculated risks and try things without fearing failure.

Brandon

CEO & Founder

What are Place Technology Perks + Benefits

Place Technology Benefits Overview

We are passionate about what we do and also passionate about taking care of each other. Culture is the bedrock of our company and offer a wide range of benefits and perks.

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
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Our dental plan covers 75% of the expenses for employees.
Vision Benefits
The vision benefits plan covers 75% of the expenses for employees.
Health Insurance Benefits
Place's health insurance policy covers up to 75% of out of pocket expenses.
Mental Health Benefits
We certainly value mental health and have a variety of activities and benefits to help with this.
Retirement & Stock Options Benefits
401(K)
Company Equity
We are a team building the company and feel every employee should have equity.
Performance Bonus
Non-sales employees are eligible for a quarterly performance bonus.
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Return-to-work program post parental leave
Company sponsored family events
We try to have family-oriented events as often as possible.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
We offer unlimited paid sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
One of our core values is to enjoy the journey and we try to live this to its fullest. We do many team building activities.
Stocked Kitchen
Lots of snacks lead to happy team members.
Some Meals Provided
We love our team lunch on Thursdays.
Happy Hours
Happy hours are hosted often.
Parking
We have plenty of free parking available.
Pet Friendly
We usually have one of our furry team members in the office daily.
Professional Development Benefits
Cross functional training encouraged
Promote from within
Paid industry certifications
We encourage our team to advance their industry knowledge and pay for varioius certifications.

Additional Perks + Benefits

As an early-stage startup, we'll continue to add perks as our company grows. Place employees play an active role in determining which perks and benefits will be most impactful for our team.

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