SevenFifty is on a mission to power a connected alcohol supply chain by leveraging the nation's largest network of producers, distributors, importers, retailers, and restaurants. We are uniquely equipped to lead the charge of a full-blown digital transformation by utilizing our comprehensive database of wines, beers, and spirits and making it accessible through an industry-standard online marketplace.

Working directly with the country’s largest beverage alcohol suppliers, importers, and producers, SevenFifty’s Client Support Manager will join a squad of three (3) to manage the team responsible for internal and external support requests, issue triage via support CRM, and user sign-up screenings. As Manager, you'll be maintaining and creating internal and external support documentation, optimizing agent response time, improving customer satisfaction, and building on existing systems for triaging and resolving reported issues.

If you’re ready to help troubleshoot issues, facilitate support team efforts, and collaborate across all business units, this role is for you. You can be located anywhere in the U.S. and will report to our Director of Support and Education.

If you are uncertain whether you are qualified, especially if you are a woman, gender-diverse, or of an under-represented minority, please apply! We would much prefer to have an extra application to consider, rather than that you screen yourself out.

Learn more below.
----
What you’ll do:

• Report directly to the Director of Support and Education

• Lead the Client Support team tasked with triaging or supporting incoming buyer, supplier, and distributor requests decreasing time-to-resolution for reported issues

• Help scale the Customer Support team operations to support the growth of our diverse customer base 

• Develop scalable support resources such as videos, trainings, and help articles that assist in furthering customers education in diverse ways

• Partner with technical account managers and customer success managers to ensure there is proper delineation of roles as we continue to develop all teams

• Maintain contact with Buyer (Marketplace), Distributor, and Supplier business units (BUs) to keep current on releases and policy updates

• Train & onboard new team members

• Meet weekly with direct reports (1:1s)

• Coach direct reports on performance and career goals

• Undertake mid-year and end of year reviews with direct reports

• Manage SevenFifty’s support CRM (Zendesk, soon to be Hubspot Service)

• Analyze existing workflows and processes for optimization

• Develop and implement team-specific KPIs that assess and guide team performance

What you'll have:

• At least five years of support experience

• At least two years of support management experience 

• A hospitality-inspired desire to engage with and help people 

• The ability to adapt quickly to new processes typical of a fast-paced tech start-up environment 

• Experience as support CRM administrator (e.g. Zendesk, Freshdesk, Hubspot Service) including building triggers or support workflows

• Proficiency in Excel and other G-suite tools

• Experience in technical writing for internal and external documentation

• Intermediate Postgresql (or willingness to learn)

• KPI report building experience

• A penchant for self-driven learning and research as you work

• Clear written communication, and the ability to quickly identify and share important discoveries and problems in your work with others on the team

• The ability to be accountable for your own time in a fully remote environment

• Whatever remote office set up works for you, including a reliable source of internet, as we do not reimburse employees 

• Respect for the industry we serve

What you do NOT need:

• Hospitality or alcohol trade experience (bonus if you do).

• A college degree, or high GPA or SAT score.

• An address in or around New York City. 

• Any equipment – we’ll provide a MacBook and monitor.

• To drink alcohol! Many of our colleagues do not.

The interview process (the parts are typically scheduled separately):

• Initial Zoom screen (30 minutes): overview of the company, the role, and your background, with the Director of Support and Education.

• Take-home exercise 

• Support Team Interview

• Zoom Conversations with other team members

• Reference & background checks

More about us:

• The apps you’ll be working with are Zendesk Support CRM, Hubspot Service Enterprise, G Suite, Asana, Zoom, Slack, Word, Excel, Looker, and Metabase (Postgresql) 

• Our company runs on EST but we have teammates and clients all over the US; Support shifts are 9-5 or 10-6 ET

• Our #parents Slack channel currently has 20 members who have ample leeway to balance their work time against taking care of their families.

• We have a wide range of opt-in social events, lunch-n-learns, and special interest groups to ensure everyone has opportunities to connect and develop in a remote environment.

We are:

...100-ish people and growing fast.

...doing our best to make a difference. Read more here. 

...former hospitality professionals and start-up veterans.

...distributed; we work remotely and gather together a few times each year.

...social! We meet for team weeks, wine tastings, and lunch n’ learn sessions.

...eaters and drinkers who love to discuss food and beverage.

...changing an industry. Read more here.

...one of Built In NY’s “Best Places to Work” 2021!

Find out what it's like to work at Sevenfifty here.

Perks & benefits:

• 100% paid individual medical, dental, and vision via Justworks and Aetna.

• Meaningful equity in an industry-changing organization.

• Unlimited vacation to rest and recover.

• 3-months of family leave to care for your child (after your first year of employment).

• Flexibility to work where you want, so long as you’re meeting your goals.

Our values:

• Light the way: Inspire others with your vision for success.

• Open the door: Ask, listen, and empower others.

• Stir it up: Embrace experimentation and bring new ideas to life.

• Keep the glass full: Do more than is expected, for yourself and for others.

• Respect the craft: Commit to excellence and integrity in your work.

We are an equal opportunity employer. What does that mean at SevenFifty? We:

• Give each team member an equal opportunity to develop and grow into a leadership role.

• Acknowledge our shortcomings and try to improve our company and our industry.

• Elevate BIPOC voices in our industry publication, SevenFifty Daily. 

• Do not discriminate against candidates or employees on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, disability status, or socioeconomic status. 

• Have regular, sometimes awkward, conversations about diversity, equity, and inclusion in our employee resource group, SevenFifty Community.

• Are honest and recognize that our company isn’t as diverse as it should be. We’re trying to change that.