Customer Support Manager

As a Customer Support Manager, you are driving the brand perception of Intrinsic to our users and customers by managing efficient issue resolution and demonstrating customer empathy. You drive outcomes of outsourced vendor performance and problem resolution by monitoring work product quality, volume and speed to closure. You share resources, learning, and organizational knowledge with your teammates and collaborators, modeling resilience and helping others recover quickly after making mistakes or facing setbacks. You analyze data from user experiences to make informed recommendations and requests to both internal and external stakeholders.

• Create positive brand experiences by implementing a successful customer support experience.
• Measure and monitor customer issues, proactively noting trends and focus areas for development.
• Measure and monitor vendor performance, taking note of any opportunities for improvement.
• Drive outcomes for vendor performance for one project by monitoring work product quality and volume.
• Solve problems with multiple approaches to reach an optimal solution with foresight to anticipate and address future issues, improving brand perception and internal performance.

• 6 years in customer support, with some demonstrable experience in people or vendor management.
• Ability to effectively communicate and collaborate with a diverse range of people and job functions; communicating clearly, actively listening and sharing relevant information to the appropriate team members.
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
• Manage data from multiple sources, analyze and synthesize information into actionable reports.

• Previous experience with Freshdesk or other ticket management systems.
• Previous experience onboarding a new outsourced support vendor. 

The US base salary range for this full-time position is between $139,200 - 212,520 + bonus + equity + benefits. Your recruiter will share more about the specific salary range for your targeted location during the hiring process.