Headquarters: Washington State, U.S.A.
URL: https://www.leadsimple.com/careers
Expectations for your first 90 days:
Put customer interaction satisfaction metrics in place and leverage of that information with the inbound team
Measure the call satisfaction rating and include in department scorecard
Decrease call volume by eliminating the root cause issues
Hire and successfully onboard additional Customer Support Reps
Develop and implement inbound playbooks
Work towards having a considerable percentage of inbound calls solved and eliminated
A day in the life of…
Core value champion – Foster a company-wide culture of customer-centricity, aligning with the company’s mission, vision, and values.
Develop and Execute Strategies – Enhance the impact of Customer Support, customer retention, and product adoption.
Set and Manage KPIs – Communicate and monitor the metrics for the Professional Services Implementation teams, including churn rates, upgrade rates, total revenue and customer satisfaction scores. Develop and iterate capacity modeling for maximized value, while scaling the implementation services delivered.
Collaborate Cross-Functionally – Enhance the overall customer experience by aligning on strategies and initiatives with the sales, marketing, and product teams.
Maintains a High Degree of Customer Satisfaction – Measures against industry benchmarks by promoter scores, response time, and ticket ratings. Is committed to higher levels of customer satisfaction to consistently surpass benchmarks.
Review Customer Complaints and Concerns – Seek to improve all aspects of the customer experience by reviewing all avenues of customer correspondence.
Provide Consolidated Client Feedback – Recommend service and product enhancement to improve the sales potential and customer satisfaction. Minimum of 3-5 actionable insights and changes per quarter gleaned from client interaction.
Influence Product Roadmap – Use customer feedback to inform and influence product roadmaps in partnership with Product and Engineering teams.
Lead Weekly Team Meetings – Lead and provide value to the team by conducting weekly meetings to review department issues, team issues while generally following the EOS format.
Perks:
8 Company Holidays + Week off at Christmas
6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
1 Volunteer day with the organization of your choice
Birthday lunch on us 🎂
Monthly Healthcare Allowance
Monthly WFH Allowance
Yearly Vacation Allowance
Fun and outcome driven work environment with a smart, hard working team
Location independence
Mission driven company and values-based culture
Starting pay rate at $100k USD per year
Please only apply if you:
Embrace learning new technology
Learn fast
Communicate crisply
Proactively seek solutions
Own the outcome
Embody emotional maturity
Bring an optimistic “can do” attitude
Supply your own internet and smartphone
At least 3 years managing teams & 2-4 years in a Customer Service role
Have B2B SaaS experience (preferred)
In summary…
To apply: https://weworkremotely.com/remote-jobs/leadsimple-inc-senior-support-manager
