Customer Support Manager

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As a Manager of Customer Support, you will have the opportunity to be a part of Engrain's growth and dynamic environment. The ideal candidate is passionate about delivering top-notch customer experiences and thrives on exceeding customer expectations. You will be responsible for driving superior customer service by building and managing the people, processes and technology of the support team. You will help Engrain deliver an exceptional customer experience while scaling the function alongside significant year over year growth. Your goals are to increase customer satisfaction, loyalty and retention as well as run an efficient and streamlined operation.
What you'll do...

• Manage the customer support department's day-to-day functions
• Set the standard for exceptional customer service by ensuring every interaction reflects our commitment to customer satisfaction
• Develop support procedures, standards and metrics to enhance customer satisfaction
• Be a customer advocate, take ownership of resolving customer issues, and partner with important customers and other teams / sponsors as required
• Recruit, mentor and develop talented customer support specialists
• Foster a nurturing environment where support specialists are empowered to excel and provide high level service to customers
• Implement and track key performance indicators (KPIs) to measure team effectiveness and customer satisfaction
• Create and update training materials for the role to improve standardization and ensure consistent messaging across all customer touchpoints
• Champion, role model, and embed Engrain's core values (Empathy, Design, Focus, Perspective, Longevity, and Tenacity) as we continue to grow
• Conduct regular performance reviews and one-on-one coaching sessions with support team members to help them grow professionally
• Collaborate with other departments to ensure seamless resolution of customer issues and proactive support solutions
• Keep ahead of industry developments and apply best practices to areas of improvement

Requirements
What you offer us...

• Bachelors' degree in a relevant business or technology focused discipline
• 5+ years of experience in Customer Experience or Customer Success field
• 3+ years of proven leadership experience
• A passion for problem-solving and a commitment to finding innovative solutions
• Experience scaling the customer experience/customer support function
• Expertise strategizing, setting, and consistently delivering on Customer Support metrics such as ticket resolution time, customer satisfaction scores, and volume of tickets answered
• A deep understanding of customer service principles and best practices
• Strong organizational skills with the ability to effectively prioritize and manage multiple demands in a fast-paced environment
• A keen eye for detail and a focus on accuracy
• Experience with Salesforce highly preferred

What we offer you...

• Salary Disclosure for Colorado: annual salary of $75,000 - $105,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.