Customer Support Manager
Chicago, IL /
Customer Support /
Full-time /
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THE OPPORTUNITY
As Manager of Customer Support you will partner with the existing Manager of Customer Support (your peer) to manage and scale a world-class Customer Support organization. You will hire in order to keep the team staffed, and shepherd the continuous evolution and growth of the team within the Customer Experience and Solutions organization. The organization will excel under your leadership at serving, engaging, and providing efficient and complete resolution for Lever customers, both internal and external; maintaining high levels of customer satisfaction; deepening the level of engagement by our customers with all the Lever products they use; and providing proactive change management opportunity as the Lever Product continues to evolve.
THE TEAM
Join a high-performing, tight knit team in a growth stage tech company that is working to make hiring more transparent, collaborative, strategic, and effective. The Customer Experience and Solutions organization at Lever holds deep product and recruiting knowledge and is growing quickly in response to the fast-growing list of Lever customers. Reporting to the Director of Customer Support, you will be our second Manager of Customer Support and will manage our escalated support teams- our Product Support team and Technical Support team. We’re a seasoned group that is driven by happy customers and a passion to drive initiatives that improve internal processes. The Manager of Customer Support is a customer-focused, data-driven manager and relationship builder, passionate about providing customers with an accessible, low-effort, intuitive and effective customer experience. The Manager of Customer Support will work with Customer Experience and Solutions leadership, and the rest of the Lever team to keep the customer experience ingrained in everything we do.
The Skill Set:
- 3+ years of experience building and managing a tech support team.Proven track record building, developing, and fostering employee growth and retention.
- You are technically adept. You feel comfortable learning and using new technology and tools. Experience with help desk/issue resolution systems (Google Apps, Slack, Zendesk, Intercom, Asana, Salesforce, Lever Admin, Chrome Console, Kibana, MongoDB, SQL).
- Demonstrated ability to communicate complex technology to a non-technical person. Work cross-functionally with Customer Success, Solutions, Product, and R&D teams to meet service level agreements.
Within 1 month you will:
- Complete Ramp Camp, our comprehensive onboarding program designed to get you up to speed on all aspects of the business with a cross-functional cohort of new Leveroos. You'll learn about our business, product, vision and team and gain an understanding about how your role fits in to Lever's broader organization.
- Dig into the recruiting world, quickly learning different recruiting team roles, interactions, activities, and metrics- and how that’s all captured within Lever’s product suite.
- Jump into the support and escalation queues, working side by side with the Support team to learn the Lever products, internal tools, and help resources to resolve 80% of basic customer questions quickly and efficiently without additional support.
- Shadow two or more Implementation Specialists, on both the SMB/Corp and Mid/Ent teams, through an implementation process to build an understanding of the onboarding process for all customers across segments.
- Shadow two or more Customer Success Managers through customer check-ins and account audits, to build an understanding of the lifecycle management of Mid/Ent customers.
- Interview a Solutions Architect to understand our third-party integrations and their enablements, especially as it relates to the customer lifecycle and how that will impact the Customer Support team.
- Learn the current state of our Product Launch processes and develop an understanding of how we proactively communicate change to customers, by working with the Product organization and the larger Customer Experience organization.
- Schedule weekly one-on-ones with each of your team members, establishing a cadence of communication and development conversations.
- Partner as peers with the Manager of Customer Support to learn and understand the current state of team metrics reporting, 1:1 cadences, and open and ongoing team initiatives.
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