Manager, Customer Support at Kazoo

| Austin
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Kazoo is an all-in-one Employee Experience platform that combines recognition, performance, and engagement in one powerful solution. By bringing together Real-time Recognition & Rewards, Continuous Performance Management, and Employee Engagement Surveys, Kazoo’s employee-first solution enables companies to build purpose-driven cultures while increasing productivity, retention, and revenue. With over 600 global customers, the Kazoo platform puts actionable analytics in the hands of business leaders, connecting them to what really matters.

If you are talented, detail-oriented, passionate about technology and problem-solving, plus have a knack for building relationships with customers, then we want you to join Kazoo’s Customer Success team.

As a Manager of Customer Support, you will become an expert in responding to inquiries related to all of Kazoo’s customers. You will be the liaison between the end user and multiple internal product groups including Customer Success, QA and Engineering. You will be responsible for relaying feedback regarding necessary improvements and changes. You should possess a thirst for data, and your decisions should be backed by said data. Further, you will also lead the Kazoo support team, mentoring and coaching the support specialists along the way.

The most successful candidates are those who thrive in an environment of constant change, are able to work proactively and independently to solve problems, and are extremely detail-oriented.

What awesome stuff you'll do:

  • Develop best practices, combine processes and workflows, all while creating scalable efforts and efficiency.

  • Have regular 1:1s with the support specialists and analysts, setting goals and helping them grow within the organization.

  • Establish training and use support analytics to define opportunities for process and product improvement.

  • Acquire a thorough understanding of the Kazoo product and features to provide world class Customer Support.

  • Possess a sense of urgency and take ownership of resolving a user’s issue from start to end.

  • Ability to think creatively and to use the resources available to you to troubleshoot difficult issues and communicate effectively to customers.

  • Manage the Customer Success JIRA board and lead weekly JIRA meetings.

  • Collaborate with Engineering, Product & QA teams to implement changes via user feedback and complaints.

  • Oversee the development of Customer Support metrics and dashboards, providing the organization visibility into day to day performance and customer satisfaction. 

  • Help develop the strategy around at-risk SMB accounts, utilizing Pendo to provide proactive reports to our Program Management team, leading to greater SMB engagement and renewals.

  • Lead and Mentor the Customer Success Analyst to develop big-picture ideas, resulting in increased transparency into our customer experience and account health.

  • Manage the reward vendor relationship, ensuring the CS team is up to date on all changes and work to improve the offering to our customers.

What you'll need to be successful:

  • Minimum of two years of experience supporting a consumer-facing web company.

  • Minimum of 1-2 years leading and growing a support team, managing metrics and support escalations.

  • Experience telling a story through data, as well as presenting those stories to senior leaders.

  • Collaborative problem solver, comfortable partnering with other leaders to develop a winning strategy.

  • Passionate about being a voice for the user and naturally curious.

  • Must be able to work with some ambiguity and motivated to find solutions.

  • Advanced knowledge of customer support principles and practices.

  • Excellent written and oral communication skills.

  • Exceptional problem solving and follow-up skills.

  • Self-starter who can prioritize workload.

  • Must be extremely detail oriented.

  • Experience with Freshdesk, Salesforce, Pendo and/or JIRA a plus.

  • Experience with M&A a plus.

 

If you’ve reached this point in the job description and feel you’re still not sure if you should apply...Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you’re feeling like you’re not going to fit in with our teams - that’s not okay. One of our company values is “Yes, &” - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day! 

When you work at Kazoo, we provide competitive benefits to make your life better both in and out of the office, which include: health, dental and vision insurance; open vacation policy; flexible wfh policy; 12 paid holidays; 401k program; Stocked kitchen; Mac Laptop; Transportation/Parking Stipend; Generous Parental Leave; Fertility benefits; Breast milk delivery; EAP & more!

At Kazoo, diversity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices.  Kazoo commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Kazoo is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • GraphQLLibraries
    • ExpressFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • ApolloDatabases
    • Google AnalyticsAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesLoftCMS
    • SalesforceCRM
    • OutreachEmail
    • MarketoLead Gen

Location

206 E. 9th Street, Austin, TX 78701

An Insider's view of Kazoo

What are some social events your company does?

I have never had so much fun at company social events before coming to Kazoo. Whether it’s Halloween where we’re all dressing up and competing for the best costume, social lunches, playing trivia, or end-of-year celebration, it’s always a hoot! Getting together with my fellow KazooCrew both in and out of the office is something I look forward to.

Elle

Head of People & Talent

What projects are you most excited about?

Kazoo is at an exciting tipping point, and partnerships and integrations are key to moving the needle. Many meaningful relationships for the business have been built especially with employee engagement being so top of mind. I’m excited about 2021 as we bring the partner channel from a foundational phase to the point of opening new doors for Kazoo.

Amanda

Business Development Director

How does the company support your career growth?

Kazoo supports my career growth by providing me with the tools I need & allowing me to determine when & how to use them. By trusting that I have the best interest of both our organization and our customers in mind, I’m able to try new things, introduce new ideas & continue learning. It's that level of trust & autonomy that has allowed me to grow.

Lisa

Manager, Accounts

How do you empower your team to be more creative?

I encourage teams to challenge the status quo, get creative, continuously improve processes and optimize tasks. We have a culture that allows for some trial and error in order to learn, which has led to more successful outcomes. People are more willing to think outside the box to solve problems instead of always going with what has been done before

Jo

Chief Financial Officer

What are Kazoo Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have organized a Culture Committee that helps to improve culture, drive cross-departmental connections, discuss important topics, and organize frequent activities/events
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
We offer Unconscious Bias training as part of our onboarding process
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Upon hire, employees will receive company stock based on level
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Kazoo has a Flexible Paid Time Off (PTO) Policy for our full-time, benefits-eligible employees. We suggest employees take off at least 20 days (4 weeks)
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
ping pong, giant checkers, giant Jenga and video game hook ups
Stocked Kitchen
Snacks delivered every Monday
Some Meals Provided
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
We partner with LinkedIn Learning and provide employees with a license for continued education upon request
Customized development tracks
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