Senior Customer Support Manager

About Us

Estate planning is the last frontier in advisor technology. While other segments of wealth management have made significant technological strides in the last decade, estate planning has been left behind. It’s slow, it’s expensive, it’s confusing—and with more than $84.4 trillion in wealth set to be transferred over the next quarter century, it’s begging for an upgrade.

So that’s what we’re doing at Vanilla. We’re not just rebuilding estate planning—we’re redefining it. We’re taking on a complex, highly regulated space that’s full of big problems to solve. We’re moving fast, building something completely new, and there’s as much work as there is opportunity. We’re looking for people who share our belief that everyone deserves to create a meaningful legacy, as well as our excitement to be the ones to help make it happen.

We're currently looking for a Leader of Customer Support who is passionate about customers and building a department from the ground up. You'll be working with a group of diverse designers, developers, operations managers, and attorneys, all of whom share a passion for building beautifully designed products and making complex processes user friendly.

Please note: This is an onsite role based in our Salt Lake City office.

Job Description

Reporting to the Head of Customer Experience, you'll create the vision for the department and develop a team around you to fulfill that vision. In this role, customer satisfaction is the most important measurement of success. You will be a key member of the Customer Experience team tasked with evolving our support model, optimizing our support flows and procedures to ultimately deliver outstanding customer care, support and experiences.

Responsibilities

• Scale and deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms
• Ensure that all customers are delighted with the service provided by the support team
• Lead from the front to help resolve client escalated issues
• Work cross-functionally across the business with Client Success, Sales, Product, Engineering, and Operations making sure customers get the help they need
• Recruit, hire, train, and coach a team of amazing Customer Support representatives
• Develop and publish policies and procedures for the Customer Support organization
• Understand, document and optimize the customer journey and touch points for our user’s support experience
• Optimize the support flows and tools used for tracking and responding to customers
• Manage the maintenance and update to our support knowledge base to improve customer experience and reduce support needs
• Meet all SLAs and customer care metrics for all issue types and priorities, handling critical escalations, and providing incident reports to customers
• Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives
• Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and customer health
• Collaborate with the Head of Customer Experience to build, implement and track departmental KPIs and other key metrics like a Client Health Score

Qualifications

• Minimum 8+ years of Customer Support experience
• 3+ years of direct people management experience
• Proven results in driving positive customer experience
• Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills
• Experience in building and scaling organizations and processes
• Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
• Excellent written and verbal communication skills
• Metrics oriented and customer satisfaction driven
• Prior experience working in a SaaS, Fintech, WealthTech, and/or Startup organization highly preferred.
• Knowledge of Salesforce Service Cloud strongly preferred but not required