Manager of Customer Support

Job Type
Full-time
Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
We are looking for a motivated and experienced Manager of Customer Support to help Engrain deliver an exceptional customer experience while scaling the function alongside significant year over year growth. You will be responsible for driving superior customer service by building and managing the people, processes and technology of the support team. Your goals are to increase customer satisfaction, loyalty and retention as well as run an efficient and streamlined operation. The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
Who you are...

• Expert, customer-centric communicator and problem solver
• Obsessed with perfecting the customer experience
• Comfortable navigating a dynamic, ever-changing environment
• Interested and capable of building a world-class support team from the ground up
• Ability to work across all levels of the organization
• Fluent in Salesforce applications

What you'll do...

• Manage the customer support department's day-to-day functions
• Develop support procedures, standards and metrics to enhance customer satisfaction
• Be a customer advocate, take ownership of resolving customer issues, and partner with important customers and other teams / sponsors as required
• Recruit, mentor and develop customer support specialists and nurture an environment where they can excel through encouragement and empowerment
• Create and update training materials for the role to improve standardization
• Keep ahead of industry developments and apply best practices to areas of improvement

Requirements
What you offer us...

• Bachelor's degree in a relevant business or technology-focused discipline
• 5+ years of experience in Customer Experience or Customer Success field
• 3+ years of proven leadership experience
• Experience scaling the customer experience/customer support function
• Expertise in strategizing, setting, and consistently delivering on Customer Support metrics such as ticket resolution time, happiness scores, and volume of tickets answered

What we offer you...

• Salary Disclosure for Colorado: minimum base salary of $75,000 - $100,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Coverage of employee's health, dental and vision insurance with basic plans
• 2-10 weeks of paid parental leave + additional paid and unpaid leave options
• Up to 18 days annually of PTO & 8 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual stipend for personal growth through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status.