Customer Support Manager
About Nayya
At Nayya, we believe there’s a better way to choose benefits. A more transparent, less confusing way for employees to control their health and financial potential. Powered by billions of data points and machine learning, our benefits experience platform delivers personalized decision support and guidance during open enrollment, new employee onboarding, qualifying life events, and in the moments that matter all year round. This is one of the most stressful and challenging situations consumers face – and we see that as an opportunity to build an innovative response that can help millions of Americans possess the control and understanding they deserve.
We are looking for a Customer Support Manager who thrives in a dynamic fast-paced environment and has a background in leading customer support professionals and defining content/knowledge management for end users and other stakeholders in SaaS B2B or B2C. They are an excellent writer and communicator, familiar with conveying technical information in terms that are easy for customers to understand.
The Customer Support Manager will work closely with Engineering and Product teams as a key part of the feedback loop on new product developments, driving further innovation. They’ll enable our growing Customer Success and Sales team with reliable, up-to-date how-to documentation and FAQs on Nayya’s innovative products. They’ll develop an onboarding strategy for brokers that will use our self-service configuration tools to onboard mutual customers.
Primary Responsibilities include:
- Define the knowledge management strategy and content for our knowledge base and maintain high quality, up-to-date, and searchable articles for our employee users, employers, and brokers.
- Work effectively across with Engineering, Product and Account Management teams to understand and document new features, products, and FAQs for our customers.
- Build scalable self-service onboarding pathways for new brokers using our self-service configuration tool.
- Experience establishing, measuring and maintaining Service Level Agreements (SLAs), as well as escalating and coordinating high-severity issues across multiple teams.
- Troubleshoot customer support issues in Zendesk Support, resolving customer technical issues and identifying and triaging bugs.
- Administer Zendesk Support & Guide to maintain best-in-class customer support KPIs on first response time, customer satisfaction, and customer effort.
- Work with the Director of Customer Operations to define appropriate headcount and staffing ratios for both support analysts and seasonal contract employees
- Hire, lead and coach seasonal and permanent staff responsible for configuring products for new customers, assisting brokers as they configure products for their customers, and troubleshooting customer support and technical issues.
- Efficiently, reliably, and accurately configure products for new customers.
Experience:
- 2+ years people management
- 4-5+ years in Customer Support/Technical Support and client facing roles
- Must have ability to work independently
- Manage and balance workload of the Customer Support team
- Zendesk administration and reporting experience
Preferred:
- Salesforce experience
- Experience with account provisioning, configuration, or data entry
- Experience troubleshooting API integrations
- Experience supporting B2B SaaS products
- Experience with ben-tech, insure-tech, tech-enabled HR preferred
The salary range for New York based candidates for this role is $80,000- $110,000. We use a location factor to adjust this range for candidates that are located outside of geographic region of our New York office. Placement within the salary band is determined based on experience.
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Why Join Nayya?
- Be an early employee of a quickly growing, VC-backed start-up - grow with us!
- Have a meaningful impact on a platform that is scaling very rapidly
- Contribute to a values-based culture with an emphasis on empowerment and autonomy
- Work in a highly collaborative, cross-functional environment
- Benefits include: Competitive pay, employer-paid healthcare, stock options
Nayya is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
