The Customer Support Manager leads the customer support department, ensuring superior service delivery and high customer satisfaction. This role involves managing daily operations, developing effective support strategies, and fostering a productive team environment. The Customer Support Manager is responsible for both the performance of the support team and the continuous improvement of support processes to align with organizational goals.
Job responsibilities:
- Platform and account support for AdQuick Suppliers and Agency users as well as platform superusers.
- Complete lifecycle for media owner and agency onboarding - setup, prep work, onboarding sessions, maintenance calls
- Office hours support for ad hoc user troubleshooting.
- Prioritizing user product asks and relaying to product team in weekly meeting.
- Fielding and prioritizing platform bugs/fixes to engineering via our support/ticketing system.
- Monthly update and additional training to agency users on product updates/changes.
- Lead on building out user FAQs, onboarding and user support materials.
- Rebuild AdQuick certification program for suppliers and agency users.
- Oversee the day-to-day operations of the customer support department, ensuring efficient workflow and prompt resolution of customer inquiries.
- Respond to and resolve escalated customer support issues, ensuring positive outcomes and customer retention.
- Develop, implement, and revise customer support policies and procedures to enhance service quality and consistency.
- Set clear team goals, monitor progress, and report on key performance metrics to senior management.
- Monitor and analyze support statistics, customer feedback, and trends to identify areas for improvement and implement solutions.
- Collaborate with other departments to ensure a seamless customer experience and consistent messaging.
- Stay current with industry trends, company products, and best practices to continuously enhance team performance and customer satisfaction
Background:
- 3+ years of B2B/B2C Saas customer support
- Experience in OOH, advertising, or marketing disciplines is a plus
- High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk, Intercom) CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel
- Strong interpersonal and organizational skills
- A bachelor's degree
You are:
- Tech savvy: you are a power-user of the platform and can demonstrate all aspects of the platform to customers
- Customer obsessed and an expert in the customer experience: you can think ahead of your clients’ wants/ needs and can quickly problem solve
- Detail-oriented and have a proclivity to think ahead and outside of the box
- Versatile and able to adapt in a rapidly changing environment
- Scrappy: you’re able to balance individual work, cross-team collaboration and project management
- Data-driven and analytical
- Ambitious and a go-getter
