Manager, Customer Support

About the Team:  

The Customer Support team at Sift is dedicated to providing exceptional service to our customers, ensuring their success and satisfaction with our Digital Trust & Safety solutions. The team is composed of skilled professionals who are passionate about solving customer issues and enhancing their overall experience with Sift.

We are looking for a Customer Support Manager who will lead and mentor a team of support specialists. This individual will be responsible for managing day-to-day support operations, ensuring timely and effective resolution of customer inquiries, and driving continuous improvement in support processes.

What you’ll do:

1. Team Leadership: Lead, mentor, and develop a team of customer support specialists to ensure high performance and professional growth.

2. Customer Issue Resolution: Oversee the resolution of customer issues, ensuring timely and effective responses to inquiries and escalations.

3. Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the support team.

4. Customer Advocacy: Act as a customer advocate within the organization, providing feedback to product and engineering teams to improve the customer experience.

5. Performance Metrics: Monitor and report on key performance metrics, ensuring the team meets or exceeds established goals.

What would make you a strong fit:

• 7+ years of experience in a customer support or similar role, with at least 4 years in a managerial position.

• Strong leadership and team management skills, excellent communication and interpersonal abilities, and a customer-centric mindset.

• Experience working with SaaS-based products and understanding technical concepts.

• Demonstrated ability to solve complex customer issues and improve support processes.

Benefits and Perks:

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Wellness reimbursement

• Education reimbursement

• Flexible time off

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy