Customer Support Manager at OkCupid

| Greater NYC Area
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OkCupid is looking to hire an experienced NYC-based Customer Support Manager to manage a remote team of agents. Reporting to the Director of Customer Experience, you will have the opportunity to lead the support team of an established company that is growing in new and exciting ways, to work with teams across OkCupid as a customer advocate, and to build the future of support for our diverse, global user base.
 
What you’ll be doing:
  • Making sure day-to-day support runs smoothly and successfully
  • Managing and mentoring a diverse team of support agents
  • Working cross-functionally with teams from across the company
  • Handling legal, privacy, trust and safety, and highly technical escalations
  • Identifying areas of the support apparatus that need improvement, including finding opportunities for efficiency and automation
  • Maintaining trust in our brand via public channels
  • Reviewing QA for your team, and coaching them toward success
  • Writing and updating public-facing help documentation
  • Tracking trends in customer inquiries, comments, and complaints, and recommending improvements based on that feedback
Some things you'll need to land the role:
  • A passion for what we do: helping people find love and happiness through meaningful relationships with deep human connections.
  • Exceptional written and verbal communication skills.
  • High comfort level with responding to escalated issues, including Privacy and Trust and Safety escalations
  • Enough technical skills to be able to recognize, triage, and escalate bugs
  • Empathy and patience: people frequently contact OkCupid support about issues that are not just technical, but deeply personal
  • A proven track record of setting and meeting/exceeding targets.
  • Previous management experience, especially leading a remote team at a tech company
  • Experience hiring and leading diverse teams
Bonus points for:
  • Familiarity with Help Scout, Jira, Confluence, and Slack
  • Experience with supporting a global user base in different languages
What you’ll get in return:
  • Competitive salary and full benefits, including Medical, Dental, Vision, and 401k
  • Workstation and tools of your choice
  • Annual stipend for learning and development expenses
  • Paid attendance to conferences
  • Daily complimentary catered lunch from some of NYC’s top restaurants, and an endless supply of snacks and drinks
  • Company funded happy hours/events
  • Discounted membership to some amazing NYC facilities including Chelsea Piers Gym
  • Generous parental leave and contributions towards fertility preservation
  • A team full of incredibly curious and friendly people
OkCupid is an equal opportunity employer. We celebrate diversity and are deeply committed to fostering an inclusive environment for all employees.
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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages

Location

We're located in Chelsea. We have beautiful Hudson River views, we're close to Chelsea Market, and yet we're off the beaten path of touristy NYC.

An Insider's view of OkCupid

What’s the vibe like in the office?

The vibe at OkCupid is better than anywhere I have ever worked. By far. If I had to describe it in a few words, I would say it is: challenging, collaborative, exciting, flexible, innovative, motivating and supportive.

Michael Kay

Global Communications Manager

What's the biggest problem your team is solving?

The technical debt associated with legacy infrastructure and software can be difficult to overcome and is often ignored. The backend team is excited to be working on modernizing our whole backend infrastructure from the ground up! This provides significant learning opportunities to become familiar with bleeding edge technologies.

Taylor Dean

Senior Software Engineer - Backend

How do your team's ideas influence the company's direction?

OkCupid puts data at the heart of every product decision we make. Whether we're designing experiments, uncovering patterns in dating behavior, or designing algorithms to help people find love, we directly impact the future of the company. Novel insights are shared across the company and can drive product decisions of all sizes.

Nick Aldershof

Manager, Analytics

How do you collaborate with other teams in the company?

As a member of the marketing team, I work with all the value streams in varying capacities daily. And a great thing about OkCupid is there's a lot of transparency - every week team updates are sent out, and every other week we hold demos so each person can have a better understanding of what their colleagues are focused on.

Jane Reynolds

Associate Director, Product Marketing

What are OkCupid Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Dental preventive, restorative and orthodontia care for you and eligible dependents.
Vision Benefits
Vision exam and corrective care for you and eligible dependents.
Health Insurance Benefits
Health care preventive and illness coverage for you and your eligible dependents.
Life Insurance
Basic Life Insurance, Basic Accidental Death & Dismemberment (AD&D) Insurance, Supplemental Life Insurance, Supplemental (AD&D) Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Our 401(K) is managed by Charles Schwab
401(K) Matching
Match Group matches 100% of the first 10% of pre-tax contributions you make up to a maximum of $8,400. New employees will be fully vested in the Company match following 2 years of employment.
Performance Bonus
Match charitable contributions
We will match donations to eligible charities dollar for dollar (up to $5,000) after three months of full-time employment.
Child Care & Parental Leave Benefits
Generous Parental Leave
We encourage both moms and dads to take an active role in their family lives, to truly bond with their child. We offer 16 weeks to all birthing parents and 12 weeks to all non-birthing parents.
Vacation & Time Off Benefits
Generous PTO
3 weeks paid vacation, if less than 2 years. 4 weeks paid vacation for 2+ years. 5 weeks paid vacation for 4+ years.
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
We cover up to $260 in monthly transportation expenses--for all major commuter lines, parking garages, and ride-share apps. You are eligible to join after your first paycheck!
Company Outings
We have company outings on a quarterly basis along with with Summer and Holiday parties.
Free Daily Meals
We provide free breakfast on Friday, free catered lunch Mondays - Wednesdays and order Seamless on Thursdays.
Stocked Kitchen
We've got snacks everywhere! We're like a Whole Foods with tons of options for everyone.
Happy Hours
We host happy hours either in the office or in the neighborhood. We've got a lot to celebrate in our line of work!
Pet Friendly
We're definitely dog friendly, so feel free to bring your pup in on occasions!
Professional Development Benefits
Job Training & Conferences
We offer employees professional development opportunities like an annual individual budget for training and the ability to attend job related conferences and seminars.
Lunch and learns
We like to learn and we like to eat!
Cross functional training encouraged
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