Customer Support Manager

About The Role

We’re looking for a seasoned people manager and customer support professional who will help to build a best-in-class customer experience for our providers (therapists and other mental healthcare professionals operating private practices) and their clients (people receiving therapy).

You’ll help build, grow, and motivate our customer support teams. You will lead an organization of customer support/service professionals who respond quickly and accurately to customers’ questions via chat and email.

You will be a critical part of our customer experience team working to maintain strong customer retention and NPS. This is a remote role, and you’ll work with a mostly remote team.

You’d be a great fit if...

• You have at least 4 years of experience specifically in customer service/support. We’d also strongly prefer some experience with responding to customers via chat.
• The ideal candidate has worked with enterprise customers.
• You have at least 2 years of experience managing a team of at least 3 people to achieve specific and measurable goals. Bonus points if you’ve grown the team!
• You are comfortable with numbers. You make decisions based on data and can measure team performance based on metrics.
• You’re known as the calm in the eye of the storm. When emotions run high, the team knows they can turn to you.
• When you are given a broad goal, you can create a plan to meet that goal, and then execute your plan.
• You’ve built metrics around time to respond and time to resolution.
• You have strong communication skills and can quickly and succinctly present your ideas to company executives.
• You have a bias for action and care about delivering results and meeting deadlines.
• You have a proven, quantifiable track record of achievement, as demonstrated by your academic and/or professional pursuits.