Manager, Consumer Support Systems

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 Team 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 Systems is a leadership role that is integral to the success of building our Consumer Support function. In this highly collaborative role, you’ll reach across the aisle to different cross-functional teammates to shape and build the support tooling architecture to deliver an effortless user experience.

What you'll do:

• Be a lead advisor and architect in developing and delivering impactful achievements that will promote best-in-class support systems and technology across multiple platforms
• Be responsible and accountable for the Consumer Support tech stack (think Zendesk, JIRA, Slack, Retool) focused on reducing effort on our support delivery team
• Along with your dedicated team, be the main POC between Support and our Engineering teams in building out‌ additional features and processes that relate to Upside Consumer Support and Operations
• Cultivate relationships with external partners across all departments to help prioritize development work with the lens of effective collaboration
• Supervise the Consumer support team by conducting 1 on 1s, performance reviews and career growth planning with team members

What you need:

• 5+ years of direct experience working within a customer experience team - with a focus on system and technology - and a minimum of 2 years of people management experience
• Significant experience developing a dedicated CRM instance across multiple channels (email, phone, chat, social) and building out proper workstreams
• Strong technical skills with a focus on API integration/Javascript/SQL
• Experience using BI toolsets (Looker, Tableau) to develop reporting dashboards on top-level customer experience metrics
• Possess excellent interpersonal/communication skills to be effective in a fast-paced operational environment
• Zendesk Certification a plus but not required

The fine print:

• Location: 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 offices.
• 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!