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Manager, Customer Support

Company: Simpplr
Location: Redwood City
Posted on: May 6, 2022

Job Description:

Job DescriptionWho We AreSimpplr provides employee experience software that helps companies connect and align employees. With what Simpplr calls Live EX, the platform helps companies communicate better in a distributed world and measures an organization's heartbeat by understanding employee alignment and sentiment in real time. Ultimately, Simpplr aims to enable more positive work environments by helping organizations be more open and caring.Trusted by leading brands, including DocuSign, Eurostar, and AAA, our customers are achieving measurable productivity gains, increased employee engagement and retention, and accelerated business performance.Simpplr is headquartered in Redwood Shores, CA, with offices in the UK, Canada, and India, and is backed by Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Simpplr is widely acknowledged as one of the fastest-growing, most innovative, and most liked solutions in our market. We boast numerous top-tier accolades and encourage you to check us out on various review sites.The OpportunityThis senior role is both a strategist and an executor who can easily shift from thought leadership to rolling up their sleeves to engage in hands-on support resolution. We're looking for an operational and results-focused leader with a passion for ensuring great customer experiences. This is a high-profile role that will significantly influence the overall customer experience. This role will be expected to build and design a world-class support organization by developing high performing teams and creating a culture of collaboration, accountability, and growth. This is a strategic role for Simpplr that will help transform our Customer Support strategy and ultimately contribute to high CSAT scores and high retention rates. You'll be a Customer Service / Support expert with a proven experience of driving transformations and building teams.Your Job ResponsibilitiesWhat you will be doing:

  • Recruit, inspire and develop team members who bring a customer-centric view and a passion to solve customer problems
  • Create a customer-centric culture among the support team
  • Lead the overall global strategy for support portfolio offerings to drive higher customer satisfaction and business operations excellence
  • Build, manage and evolve a robust and comprehensive end-to-end support process
  • Work with internal stakeholders such as Product Management, Engineering, Customer Success, Professional Services, and Sales to design and provide competitive offerings
  • Develop new initiatives to improve overall customer satisfaction and product quality
  • Collaborate with Product and Engineering teams to constantly improve processes and solve escalated technical issues
  • Collaborate with Content / Knowledge Base team to identify content to be created that can help with case deflection and improve customer experience
  • Manage, grow and mentor the support team by creating career paths and providing growth opportunities for your team
  • Create processes and use metrics to provide customers with highly effective and responsive support
  • Identify, monitor and take action on key metrics that impact the business
  • Manage key escalations both internally and externally
  • Foster and maintain strong customer relationships through direct interaction with strategic clients and ensure cross-organizational engagement in responding to escalations
  • Partner with and provide the product team with actionable data and insights to optimize quality, process, and documentation
  • Identify trends and research themes to advocate for holistic solutions to improve the customer experienceYour SkillsetWhat makes you a great fit for the team:
    • Have built and managed a team of 30+ support engineers across various regions
    • Has created and evolved a support organization from a start-up stage to larger scale
    • 7+ years of people management, has experience in developing and leading technical support teams
    • 10+ years in direct customer facing support, professional service, or customer success roles
    • Has successfully worked with cross functional leaders from Product, Engineering and Customer Success
    • Has supported SaaS products
    • Managed various segment sizes: SMB / Mid-Market / Enterprise Deployments
    • com Admin is a plus (certification preferred)
    • Preferred but not required:
      • JIRA / Zendesk
      • Other intranet software - Jive, Unily, Lumaps, Sharepoint
      • Database skills
      • SFDC coding skills. (APEX)
      • Javascript, CSS, HTML
      • SSO (AD, Okta, OneLogin, etc.)
      • Understanding of Oauth, SAML, etc.Benefits: Simpplr provides a competitive compensation package along with other benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team who believes in our mission, and values transparency, autonomy, and inclusiveness, make Simpplr an incredible place to work.See what our employees say about working at Simpplr: Glassdoor Reviews

Keywords: Simpplr, Redwood City , Manager, Customer Support, Executive , Redwood City, California

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