What will you do?

The Service team at Sealed is responsible for the entire customer experience post contract signature including project installation, enrollment and billing. We have a 20+ year relationship with our customers. The Service & Support Manager will be responsible for the day to day efforts of the Service team. We expect you to:

• Provide best-in-class inbound support to customers  by email and phone.
• Ensure all open installations are moving forward as quickly as possible.
• Serve as the main point of escalation for team members for customer and installation issues.
• Train & develop new hires on all things service and support.
• Meet or exceed daily and weekly departmental goals.
   

What success looks like

A successful Service & Support Manager will regularly meet the SLAs for projects and support case resolutions, and will garner praise from even the most difficult of customers. They spend about half their day managing their team and pipeline, and the other half interacting directly with customers, resolving issues and moving projects through to completion. Acting as a customer advocate, they also make it their mission to keep the internal team informed about what is working for customers and what is not.
 

Requirements

• 3-5 years of work experience in a customer support management role, supervisor or higher. (Bonus points if your work experience is with a high-growth startup!)
• At least 1 year of experience training new hires in a support/operations department.
• Familiarity with ticketing systems like Zendesk, SalesForce, Intercom, etc.
• Intermediate reporting/Excel skills.
• Exceptional writing and email composition skills
• Bachelor’s degree
   

Nice to have

• Experience in building out the systems and processes for a growing support department
• Knowledge of home improvement or weatherization
• Familiarity with basic energy and financial terms/concept.
   

About you

You are at your best when helping your team to help others. Working with a sense of urgency, you still never make any employee or customer feel rushed when they raise a concern. A stickler for details, you appreciate a well-written, personable email and can teach others how to always put a positive spin on any type of issue.
 

Compensation

• $55k-$65k salary
• Health benefits
• Stock options