Sr. Manager, Customer Support

Job Description

iSpot.tv competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle's hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.

The Customer Support Manager will be responsible for helping to establish the support function within iSpot and then managing day-to-day operations as well as leading and developing a team of Customer Support Specialists within this function. They will be responsible for collaborating and working across teams and groups within iSpot to optimize processes critical to delivering world class customer support.

The ideal candidate will combine the core skills and experience listed above with a demonstrated passion for driving ongoing improvement and for leveraging data to both identify where to focus as well as to measure subsequent progress.

About You

Critical Thinker & Problem Solving

You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems.

You can think outside of the box and come up with creative solutions to solve complex problems.

You enjoy a challenge and will look at potential solutions through multiple lenses.

Analytical

Experienced in using data to identify, develop and report on key performance metrics to help communicate program status and enable deeper insights into the business.

Known for your analytical, connect the dots approach to understanding and addressing organizational challenges.

Leadership

You set a positive example for others by following high ethical standards.

Foster a diverse and inclusive workplace where team members are valued for who they are.

You empower your team members by giving them the autonomy and confidence to perform their role.

You are forward-thinking and look beyond immediate tasks to consider long-term, strategic impact; always considering what comes next.

Communication and Collaboration

You're a proven collaborator and communicator, both internal to your team as well as across disciplines.

You're a skilled active listener, seeking to fully understand people and situations before responding.

You have well developed verbal and written communication skills that you regularly leverage to influence others and secure support for your role and team.

You value healthy cross team relationships and prioritize actions aligned to achieve this.

Highly Organized

You're highly organized and detail oriented.

You have a proven ability to manage multiple priorities and projects and deliver on time.

Comfortable with Ambiguity

You have a bias for action, with the ability to translate higher level direction into actionable plans for your team especially within an ambiguous and often fluid environment.

What You'll Do

Fully staff, lead, motivate, and develop a team of customer support representatives to deliver exceptional service to iSpot's customers.

Oversee daily operations of the customer support team, ensuring efficient resolution of customer inquiries and issues.

Establish, monitor, and constantly analyze key performance indicators (KPIs) to ensure performance to plan as well as to identify areas for improvement in productivity and impact.

Champion a customer-centric culture within the team, emphasizing the importance of exceeding customer expectations.

Implement and maintain service standards to ensure consistent and high-quality customer interactions.

Identify opportunities for process optimization and efficiency improvements.

Collaborate cross-functionally to ensure effective execution by your team and to implement changes that enhance the customer support experience.

Ensure ongoing training designed to keep the team up to date on product knowledge, policies, and best practices.

Establish and maintain quality assurance processes to ensure accurate and effective customer interactions.

Conduct regular quality assessments and provide constructive feedback to team members.

Foster open and transparent communication within the team and with other departments.

Escalate customer issues and provide regular updates to senior management as needed.

Prepare and present regular reports on the performance of the support function and the resulting impact to iSpot, along with customer and market insight and trends.

Requirements

Bachelor's or master's degree in business or a related field, or equivalent experience

3-5+ years of people management/leadership experience

Customer Support/Service experience in a software company preferred

Cross-functional, and operational experience preferred

Preferred knowledge of Zendesk, Jira and Atlassian Suite

Proven success working in a fast-paced, high-growth, and rapidly changing environment

Direct experience with SaaS operational models and requirements

Tools You Will Use

Atlassian Suite: Confluence, JIRA, and Slack

Zendesk

CRM Tools: Salesforce/Gainsight and Highspot

Google Suite

Microsoft Office Suite, with a heavy emphasis on Excel and PowerPoint

Target cash compensation range: $109,000-137,000 USD Annually

We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot's equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

For more information on total rewards package, go HERE

Hybrid & Flexible Workplace Policy

iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency.

Those local or living in surrounding areas to one of our offices (Bellevue, WA; El Segundo, CA; New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.

#LI-Hybrid

If you don't feel you met every single requirement for the role, don't rule yourself out. Please apply anyway!

iSpot.tv is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact our HR team.

California Residents applying for positions at iSpot.tv can access our California Consumer Privacy Act here.