Manager, Customer Support

Manager, Customer Support (Mexico)

Location: Guadalajara (Remote) 

WHY YOU’LL LOVE SALESLOFT:

Put Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

These are the values that define who we are, that have empowered our staggering growth, and could be instrumental to your career development.

Headquartered in Atlanta, Georgia, with offices in San Francisco, New York, London, and Guadalajara, Salesloft has over 450 employees and is growing rapidly. As a testament to our Organizational Health, Salesloft has been named twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ featured by The New York Times as a start-up on a path to a $1B valuation, and has been recognized as a ‘#1 Best Place to Work in Atlanta’ three separate years. Salesloft is ranked #1 in the emerging category of Sales Engagement software and is on a mission to equip companies to maximize revenue by creating a fantastic buying experience. 

We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling. We’re fast-paced, innovative, and collaborative. We pursue excellence in everything and have much fun along the way. Come join us!

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future. We want to create a world-class culture and company that attracts, develops, engages and retains elite talent. 

At Salesloft, our Managers of Customer Support are pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you will coach and mentor a team of Customer support agents who act as front-of-the-line help in getting our customers back to engaging with their buyers as quickly as possible. You will be a point of escalation to determine root cause for difficult-to-solve customer problems.

In addition to working with outstanding colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to support an impactful and revolutionary software that is changing how sellers serve their buyers. You will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We seek a strong people leader with extensive Customer Support experience who loves coaching a team to solve puzzles. Someone who doesn’t mind getting their hands dirty and work directly with customers when needed, but also coach up our agents  to ensure our growing Customer base feels the "Customer Love" with prompt support and a personal touch.

You enjoy using data to help individuals grow to their potential. You share trends with our Product, Engineering, and Customer Success teams. You are proactive and bias toward action is an instinct of yours. 

Our Mexico-based agents are part of the backbone of the Customer Support organization. We are looking for someone who can ensure Customer Support stays culturally aligned with regional employees and can help own the MX Support Team experience. 

If you’re looking for an opportunity to learn more, do more, and become more than previously possible… if you’re passionate about innovation, growth and serving customers and thrive in a fast-paced, developmental environment, then becoming a Manager, Customer Support is the career path for you!

THE Team

The Support Team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

What You’ll Do:

On a day-to-day basis, you will be responsible for training and mentoring a team of Customer Support Agents, resolving customer escalations, creating and maintaining internal learning and diagnostic documentation, and analyzing reports on support metrics. 

You will also lead cross-departmental projects to drive a better, more effortless Customer and Agent experience. You’ll be in tune with our current customer requests and raise bugs/product enhancements or other key insights across the company. Help create the best place to be a Support Agent and the best place to be a Customer. 

Finally, you will be our eyes and ears for the Mexico region-based support team members to ensure their fantastic experience.

The Skillset

• 1+ years of experience managing employees and building and maintaining high-performance teams
• A strong coach with high-emotional intelligence. Able to teach others of varying learning styles
• Able to keep up with the Salesloft Platform and understand the latest in features/functionality. 
• Previous experience in a modern SaaS support environment, managing a variety of contact channels, including chat, email, and phone
• Exceptional interpersonal skills, analytical, and critical thinking skills 
• Ability to communicate with the C-Suite both internally and externally
• Previous experience with Salesforce Service Cloud is a bonus but not a deal breaker
• Proficiency in troubleshooting web-based applications, email connectivity/deliverability, Voice Over IP (VoIP), common error messages, and operating system settings is a plus! 
• Experience building reports and analyzing data
• Always ready to get your hands dirty and help the team and our customers

WITHIN ONE MONTH, YOU’LL:

• Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “Lofters” unique
• Begin 1:1’s with your manager
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Complete Support Training where you’ll learn how to use Salesloft and all of its features, team analytics, Sales engagement value proposition, the Support process
• Learn how best to communicate with the team and our customers
• Begin your Salesloft Admin certification courses

WITHIN THREE MONTHS, YOU’LL:

• Start 1:1’s with your own team members
• Gaining a feel for the platform, our customers, and our agents day to day by resolving customer cases every week.
• Received your Salesloft Admin Certification by completing the Certification exam
• Work cross-functionally with our Client Success, Professional Service, Sales and Engineering teams to ensure we are working through customer issues quickly
• Evaluate team performance against Support metrics, including Contracted Service Levels

WITHIN SIX MONTHS, YOU’LL:

• Use reporting and analytics to manage the performance of the team
• Identify areas of coaching and mentorship for each of your team members
• Work effectively as a team with the other Support leaders
• Have a grasp on how Salesloft works with our major integration partners
• Be leading projects to help enhance the customer and Agent experience while streamlining processes and teams alike

 WITHIN TWELVE MONTHS, YOU’LL:

• Be a high-performing team leader 
• Hire, grow and promote Customer support agents 
• Continue to build our team processes, and measures of success, and have a strong grasp on our team performance compared to market.

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

SalesLoft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.