Manager, Consumer Support Content

Meet Upside

We created Upside to help communities thrive! Our retail technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick and mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cash back than any other product, and tens of thousands of brick and mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our local retailers, the consumers they serve, and towards important sustainability initiatives. Our mission, values, and commitment to inclusivity guide our team of more than 300 people worldwide, and the quality of our culture is reflected in the impact we’ve had on communities nationwide. You’ll join a Team whose experience hails from places such as Google, Uber, Amazon, Instacart, Capital One, and MasterCard with proven startup executives and venture capitalists.

Upside was named #2 on Deloitte's 2021 list of Fastest Growing 500 Tech Companies and #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D funding was raised in March 2022 and led by General Catalyst at a $1.5 billion valuation. Other investors include Bessemer Ventures and Formation8.

Meet the Consumer Operations team:

The Upside Consumer Support consists of internal specialists/advocates with additional support from a growing overseas team, laser-focused on delivering on best-in-class customer experience, increasing team rigor and efficiency, decreasing operational friction and effort, all the while deepening the relationship between Upside and our millions of monthly active users. Never settling for second best, this team devotes itself in building a comprehensive omnichannel support solution, delighting consumers with our expertise therefore increasing user satisfaction and retention.

About the job:

The Manager of Consumer Support Content is a crucial part of the Consumer Support function. As our ‘voice’ to support, this role ensures that it is consistent across all points of contact with our external users and internal support team.

What you'll do:

• Responsible for the strategy, build-out, and consistent maintenance of Upside’s externally facing support center, focusing on ease-of-use to build an effortless experience for our users
• Using standard methodologies in KCS management, develop and deliver content that is easily digestible and built to promote consumer self-support opportunities
• Collaborating with our Consumer Support Manager of Delivery, build out our internal knowledge base content to include product overviews and proper SOPS, focusing on supporting our dedicated front-line teammates to be as efficient as possible when supporting our active users
• Run our AI support function, ensuring we provide best-in-class self-help opportunities in the interest of overall ticket deflection
• Partner with our Communications team regularly to ensure that Consumer Support team is consistently using our brand voice across all channels
• Work with our front-line team to develop relevant content to help our users receive an outstanding support relationship

What you need:

• 5+ years of experience with at least two (2) years of team management experience in a B2C/B2B consumer support environment
• Applied project management and implementation experience
• Understanding/awareness of effective content design elements, content development and/or delivery
• Operational excellence with a proven history of driving rigor, process improvements, and progress around unresolved issues and actions
• Excellent verbal and written communication skills required, including high competencies in critical thinking, analytical abilities, organizational skills, and communication/interpersonal skills
• KCS certification preferred but not required

The fine print:

• This is a remote-first role.You're welcome to work from our DC, Austin, Chicago or New York offices as well! Please note that full Covid-19 vaccination is required to enter any of our Upside locations.
• Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here. Come join us!