At Postscript, we have built an excellent support culture with our team and our customers. As Manager of Customer Support, you will lead and coach a team of Customer Experience Advocates (CXAs). You will ensure your team is engaged, empowered, and consistently aiming for excellence. You’ll actively contribute to building strong infrastructure for the support org, including support tech stack, data and metrics, and operational processes. You’ll work closely with the Director of Support and cross-functionally with other key leaders to enable our successful, rapid growth and ensure that we continue to deliver compelling and highly-used products. All positions at Postscript are fully remote.

Primary duties

• Build and lead a highly engaged and performant team of Customer Experience Advocates that regularly exercises good judgment and decision quality. Develop plans for team members’ continued career growth. Foster a strong sense of accountability to customers and each other.
• Actively help build and continually improve a world-class onboarding and training program for both new and existing support team members
• Develop and implement regular reporting cadence on support metrics and team performance. 
• Administer and ensure the quality of our support technology stack
• Develop and implement effective support programs that directly impact company goals, such as customer review and expansion revenue targets
• Own escalated support issues and problem solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy
• Identify technical issues and suggest product enhancements. Consistently communicate data-driven insights and recommendations to all key stakeholders. Work closely with Operations, Product, Engineering, Business Analytics, etc.
• Forecast needs for team headcount growth in order to enable Postscript’s successful, rapid scale
• Serve as a key leader in the Customer Success organization. Partner closely with all Customer Teams to continually improve internal processes.

What We’ll Love About You

• 2+ years experience in customer support leadership within a SaaS organization
• 2+ years hiring, training, coaching and nurturing top talent
• Demonstrated history of strong team performance, preferably in hypergrowth environments
• Demonstrated passion for e-commerce businesses and entrepreneurship
• Demonstrated ability to collaborate cross functionally to improve processes
• Proven project management and communication skills
• Proven ability to select, implement and oversee Support tools/technologies
• Strong analytical skills, with a data-driven, metrics-oriented mindset