Manager, Customer Support at Juniper Square

| Austin
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About Juniper Square

Our mission is to make the world’s private capital markets more efficient, transparent, and accessible. Privately owned assets like commercial real estate make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets and as a result bringing access to millions who previously couldn’t benefit from one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology—all while contributing as a member of a values-driven organization—then we want to hear from you. We’ve doubled our team in each of the past four years while maintaining an excellent culture and staying true to our values. We are well-funded and building for the long-term. We need YOU to help us achieve our mission.

About your role

Juniper Square is seeking a Manager, Customer Support with a relentless focus on the customer experience. In this role, you’ll primarily be responsible for scaling our customer support function to uphold our growing client base, product offering, and business services. You will collaborate across our support team, customer success, product and engineering team to enable a consistently world class customer experience. This includes coaching our front line support team, empowering the team to solve problems, overseeing the resolution process of technical issues and acting as the eyes and ears of Juniper Square by sharing real-time customer feedback. 

What you'll do
  • Lead the customer support function and directly manage team members, focusing on coaching, mentoring and guiding team members relative to performance goals
  • Ensure the team meets and exceeds our high customer service expectations, performing at or above industry leading targets including response time, resolution time, and customer satisfaction
  • Serve as the primary escalation point for technical product questions or issues while liaising with senior leadership in cross functional conversations to ensure successful customer outcomes
  • Continue to develop our customer support infrastructure as Juniper Square continues to grow, focusing on process improvements, technological integrations and a seamless customer experience
  • Advocate on behalf of the customer by analyzing qualitative and quantitative data to generate insights to inform stakeholders in product development, uncover customer opportunities to drive revenue and meet retention goals in customer success
  • Scale the team by hiring top talent
Qualifications
  • Skilled people leader, including 7+ years of total work experience and 2+ years in a people management capacity, developing talent preferably within technical support team(s)
  • Experience leveraging large data sets to measure performance, diagnose issues, and inform strategic decisions
  • Strong project-management skills, including experience in developing operational efficiencies
  • Strong written and verbal communication skills, including comfort with presenting to senior executives
  • High empathy for customers and passion for helping others in a customer support role
  • Interest in new technologies
  • Diplomacy and grace under pressure
  • B.A.or B.S. degree
Benefits
  • Competitive salary and meaningful equity
  • Health, dental, and vision care for you and your family
  • Unlimited vacation policy and paid holidays
  • Generous paid family leave, medical leave, and bereavement leave policies
  • 401k retirement savings plan
  • Healthcare FSA and commuter benefits programs
  • Professional development stipend 
  • Monthly work from home wellness stipend while we're all remote
  • Mental wellness coverage including live coaching and therapy sessions
  • Home office productivity allowance to help create an ideal work from home setup

At Juniper Square, we're building a company where all kinds of people from all walks of life are valued and respected. We encourage people from underrepresented backgrounds to apply. If you think this job sounds like you, come join us! We’d love to hear from you.

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Technology we use

  • Engineering
    • PythonLanguages

What are Juniper Square Perks + Benefits

Juniper Square Benefits Overview

Benefits at Juniper Square include:
Competitive salary and meaningful equity
Health, dental, and vision care for you and your family
Unlimited vacation policy and paid holidays
Generous paid family leave, medical leave, and bereavement leave policies
401k retirement savings plan
Healthcare FSA and commuter benefits programs
Freedom to customize your work and technology setup as you see fit

...and, of course, the opportunity to take on great responsibilities as part of a collaborative, hands-on team that is building a new company from the ground up!

For more information on what it is like to work here: https://www.glassdoor.com/Overview/Working-at-Juniper-Square-EI_IE15457…

Culture
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Cross functional training encouraged
Promote from within
Continuing Education stipend
Juniper Square reimburses up to $1,600 of approved purchases per calendar year that employees make for conferences, books, etc. related to their professional development.
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