About the Position

Do you want to work at a high-growth company where your impact is seen and rewarded? Are you looking for the autonomy to do your best work? We are seeking a Support Manager to help us build a strong foundation for scaling our organization and lead a team of Support Representatives.

This role will report to the Head of Support Operations as a member of the Customer Care team, you will be responsible for leading a remote support team that provides assistance to all Rev product lines.

Responsibilities

• Perform and deliver Quality Control on tickets / phones and chats on a specified cadence
• Handle customer/Revver escalations
• Shift scheduling / approvals / swaps
• Provide people leadership and guidance for the support team and reporting leaders by defining responsibilities and setting the expectations
• Use Key Process Indicators (KPI’s) and other metrics to track performance, maintain accountability and drive continual process improvement
• Work closely with customers and freelancers to ensure we are providing solutions that meet their needs through interactions and surveys
• Collaborate with internal departments (sales, product, operations) to facilitate new product enhancements 
• Develop and own OKRs that drive the business forward.
• Anticipate problems, proactively mitigate and suggest solutions
• Synthesize data to quantify impact of initiatives and problems
• Remove roadblocks and continually improve and empower frontline teams
• Act as an owner by taking on personal projects and seeing them through.

Qualifications

• Minimum of 5 years leading teams in an application support or SaaS customer support  with experience in managing process improvements with measurable positive outcomes
• Bachelor’s degree or  equivalent combination of education and experience.

• Experience leading a remote workforce is preferred
• You enjoy using data to gain insight into your organization. (Excel knowledge is a plus, Zendesk Explorer / Support is Required, Experience with chat and phone vendors is a plus)
• Must be a self starter who is collaborative, customer-focused and project-oriented 
• Highly organized and confident under pressure. There is rarely a day when we are not running at full steam and juggling multiple tasks. 
• Excellent communication skills with a keen attention to detail while handling multiple priorities. The support team is highly distributed and interacts with a lot of internal groups.
• Expect occasional off-hours, shift work, or weekend hours as needed to support Production and Releases

Life at Rev

Rev is a profitable, growth-stage startup that specializes in meeting the speech-to-text needs of hundreds of thousands of customers annually through its unmatched combination of the world's most accurate speech AI. and the world's largest community of freelancers working side-by-side. 

Rev's suite of products includes transcription, captioning, subtitling, as well as a live-captioning app for Zoom video conferencing. Rev also boasts seamless integrations with YouTube and Vimeo, as well as custom APIs for enterprise clients who need novel speech-to-text solutions.

Founded in 2010 by five MIT alumni, Rev has raised millions of dollars in venture capital from top Silicon Valley VCs and experienced exceptionally rapid growth, both internally and externally. Rev was recently named by Forbes as one of America’s Most Promising Artificial Intelligence Companies and is a destination for the world's foremost engineers and speech scientists.

Our promise is to create great work from home jobs, powered by AI. Our vision is to transcend all barriers of communication. Joining Rev means joining a team of smart, passionate, and friendly people with different backgrounds, shared ideas, and similar goals. Oh, and tons of perks!

• Get Paid: Be competitively compensated by a well-funded startup. Enjoy full benefits, options, and a 401k.
• Desk Budget & Office Equipment: Rev will provide you with a new laptop. You will also have a budget to outfit your workspace.
• Make a Difference: Be measured by your impact, not your effort. Help create real jobs for real people.
• Work Where You Want: For most roles, be free to stay home, come into the office, or work from a coffee shop
• Have Fun: Plan and participate in events like field day, baseball games, ski trips and happy hours.
• Stretch Yourself: Learn new skills, talk to customers, drive product improvements, or learn to design. We will push you to your limits. 

We encourage and celebrate different perspectives regardless of gender, gender identity or expression, age, race, origin, religion, caregiver status, disability, ethnicity, veteran status, or sexual orientation. Multiple points of view fuel our innovation and connect us closer to Revvers, our customers and each other.

Rev is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Rev.com's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

*We are interested in every qualified candidate who is eligible to work in the United States.