We are looking to hire a CX Manager to lead MaestroQA’s customer support! This is an exciting opportunity to get involved in the ground floor of a small and growing start up, and have an impact in building the company. MaestroQA builds software for customer support teams, so as the most senior person on the CX team, you’ll be vital in helping us practice what we preach - high quality CX is critical to the success of the business!

Who and What is MaestroQA?

The customer’s voice is as large as it has ever been. Purchase decisions are determined by customer experience interactions, and it has become more important than ever to create a happy customer base to serve as the ultimate differentiating factor across competitors. 

As companies strive to achieve 100% CSAT score or become the top NPS score in their category, a question arises: How will these companies be able to ensure their customer support teams are delivering high quality support to their customers?

This is where MaestroQA comes in. 

At Maestro, we develop software that empowers Customer Support teams to improve their CX through Quality Assurance processes.

MaestroQA is a rapidly growing B2B SaaS startup and will provide ample opportunity to move into Product, Sales, Customer Success, etc. as the company continues to evolve. This position is an entry level position, and you will have the opportunity to grow quickly within MaestroQA.

What should I be expected to do?

This is not your typical support position - the role is highly cross functional because YOU are the voice of the customer when working with CS, Sales, Product, and Engineering. 

Additionally - as the team’s first CX Manager reporting to the Head of Customer Success, you will have the opportunity to take complete ownership and build out the Support function at MaestroQA. This is a Player/Coach role - you'll be on the front lines answering customer questions, while also managing our 1 existing team member. As the business grows - you'll be responsible for hiring and scaling this function. 

Your daily Core Duties will comprise of support duties such as:

• Manage 1 existing CX Specialist
• Serve as the front line of defense for customer questions through our in-app chat
• Troubleshooting customer questions and issues
• Identifying and raising bugs to our Product team
• Identify feature requests from customer interactions
• Strategize on how to effectively run the CX function
• Hire and grow the team as the business grows

It is not rare to find yourself multitasking troubleshooting and providing chat support for multiple customers at the same time. Strong critical thinking and time management skills will be critical for success.

Outside Core Duties, you will also find yourself the opportunity to work alongside other teams in MaestroQA.

Cross Functional Duties range from:

• Working alongside the Engineering team to dig deeper into bug issues or help explain further context into feature requests;
• Collaborating with Sales Account Executives on prospect issues and help provide solutions to improve a prospect’s trial experience;
• Sharing and discussing key customer interactions with Customer Success Managers to drive strategic success with customers.

A really high performer in this role would have the opportunity to be promoted to the "Head of Support" as the team grows.

What you should bring to the table:

The basics:

• 4+ years in a CX role
• 1+ years in a management role
• 1+ years at a B2B SaaS company
• Proven ability to own a function,  build a strategy, and execute against that strategy
• Management experience
• Great communication and writing skills
• Strong critical thinker with a great love for solving puzzles
• A great troubleshooter who asks the right questions to truly understand what the customer wants 
• A scrappy, "DO-er" mindset - not afraid to get your hands dirty and an understanding that start-ups operate with speed and agility
• Calm and collected mindset that can easily juggle multitasking 
• Experience with using Google Sheets/Excel strongly preferred

Nice to haves:

• Experience managing a Knowledge Base, such as Guru.
• Experience with Project Management software, such as Clubhouse, Trello, or Asana.
• Experience with using CRMs such as Intercom or Zendesk

At Maestro, we truly value the diversity of thought, perspectives and life experiences of our team. We know that the best outcomes stem from bringing together voices with wide ranging identities, embracing a culture of belonging, and that sustaining a workplace where everyone can bring their full selves is a path, not a destination.