Job description

As a Manager of a customer success team, you will be responsible for hiring, coaching, and leading a team of new and established Customer Specialists in a fast-paced and rapidly changing environment.

In this role, you will work closely with CSM leadership to help build a team of elite Specialists. We’re looking for our next exceptional manager with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve.

The Role:

• Serve as a coach, mentor, and leader, helping individuals grow in their career, while setting expectations on performance based in feedback and transparency
• Manage the day-to-day operations, goal setting, performance management, and growth of the team
• Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs)
• Manage customer escalations to create positive outcomes and creative problem-solve
• Recruit, hire, and train new team members
• Analyze customer and specialist performance data to make informed decisions about team management

• Understand customer service and communication, technical issue resolution, incident management (e.g. outages), and Customer Support best practices
• Are motivated by supporting others achieve success and growing individuals
• Have an interest in technology, marketing, sales business and industry growth
• Have superior data monitoring, analysis, and manipulation skills

PLUS

• Our global customer base is always growing, so let us know if you’re a multilingual speaker fluent in Spanish or Portuguese, French or German