Manager of Customer Support

About GoodTime

Every meeting should move you closer to achieving a clear outcome—whether it’s bringing an idea to life, hiring the best candidate, or closing a sale. GoodTime brings the right people together to make it happen. Over 300 leading companies like Spotify, Slack, Pinterest, Okta, HubSpot, and Box have scheduled more than 7 million smart meetings with GoodTime. Learn more at goodtime.io.

Our Culture of Entrepreneurship is built on three pillars; autonomy, accountability, and collaboration.  As a teammate at GoodTime, you will need to rely on and embody these traits, own your role, and balance autonomy with company alignment.  

The Role

GoodTime is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience. Our team is focused on results and maintains a high customer satisfaction rating. The role of the Manager of Customer Support is to help maintain and bolster customer happiness in a leadership capacity. This position will enable you to learn best practices in customer service, operations, gain expert-level product and industry knowledge, interact with all internal teams, and get in on the ground floor with a growing company. GoodTime’s strong commitment to customer success will provide you with a unique opportunity to become an integral part of GoodTime’s exciting future where every minute counts.

What you’ll do 

• Lead team and individual performance - Meet Tier 1 Vendor & Tier 2 Support Specialist Scorecard outcomes. Report on Individuals, Vendor, and Tier 2 performance; identify issues/blockers and solutions; lead/encourage team to lead initiatives that turn solutions into execution
• Foster a healthy team culture - Living the company core values, maintaining a customer-centric mindset and aligning around leadership methodologies 
• Maximize customer resolutions - Own and coordinate customer escalations from Tier 2 and ensure that all customers reach a successful resolution.
• Collaborate cross-functionally for process improvement - Work cross-functionally to create appropriate escalation paths from Support vendor to internal team for customer issues that ensure tight customer communication with resolution progression and next steps. Identify issues that could be more proactively managed and create processes to support within our Tier 1 and Tier 2 processes.
• Various tasks for QA support

Who you are 

• 5+ years in support or support related lead or management role at a similar B2B SaaS organization 
• Proven track record (5+ years in team AND support vendor management) to build a cohesive team and lead people effectively
• Keen eye for recognizing trends in data in order to direct and drive change, and accurately measure performance and efficiency.
• Knowledge of Javascript/typescript 
• Experience with debugging/maintaining integrations such as Zoom, Gcal, O365, various ATSs, CCSs, etc.
• Strong communication skills, including the ability to influence clients and internal team members
• Ability to develop a culture of accountability through consistent 1:1’s, coaching, up-level training and recognition

Compensation: 

The salary range for this role $67,000 - $87,000

GoodTime uses market data to determine the compensation ranges listed on our job posting based on the level of skills and abilities needed. Some candidates may have a level of skills that matches another range based on their experience, skills, credentials and expertise. The majority of candidates will likely fall in the middle of the range depending on experience, skills, credentials and expertise.

You might be a good fit for GoodTime if you:

• Dislike politics and “red tape” 
• Are bored without a hard problem to solve
• Can make a path forward, even in ambiguous situations
• Are humble, able to admit your failures and give and receive feedback 
• Love to learn, self-taught in many areas

• Enjoy seeing your hard work make real impact and controlling your own success 

Why you’ll love this job:

• Win as a Team; You’ll work with smart people who are driven by results
• Challenge the Status Quo: Your ideas will be debated, executed or maybe tossed out. But they will always be heard
• You’ll work with a leadership team who believes in transparency and meritocracy
• Benefits including flexible work hours, competitive salaries, paid time off, medical, dental, & vision insurance, and much more
• Work alongside teams remotely from anywhere in the US

Commitment to You

The more diverse and inclusive the workplace, the more our product, community, and company can flourish. As a prospective teammate, we don’t expect you to “check” every box here. If you believe in the vision and values at GoodTime, please apply! We’re proud to support and be an ally to the BIPOC community, women, veterans, and those recovering from the various effects of the pandemic.