Support Manager

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About the Opportunity:

Stella Connect is an innovative, real-time customer feedback and quality management platform that has been designed specifically to drive engagement and performance of customer service teams. We partner with hundreds of the world’s leading brands, from disruptive startups like Warby Parker and Earnin, through to household names like Walmart and Williams-Sonoma, to help them provide exceptional customer service. With Stella Connect, companies get real-time visibility into the quality of their service teams and operations, and the tools they need to drive team member engagement and continuous performance improvements.

Stella Connect directly serves the customer service industry, so we understand the importance of exceptional customer service. We are seeking a customer-centric Support Manager to support our roster of clients and build out processes to set our support function up for success as we scale. In this role, you’ll own all aspects of our support function and have a direct impact on how Support is executed at Stella Connect. 

Responsibilities

  • Handle and resolve Stella Connect Support tickets submitted and escalated via the Zendesk queue 
  • Proactively investigate client issues and design creative solutions to resolve them 
  • Own and manage the product bug reporting process from start to finish
  • Act as Zendesk administrator for the company including maintaining the data structure, integrations, and workflow processes
  • Facilitate contactless support through updating our customer-facing Help Center, providing our clients with robust and valuable resources and guidance
  • In the case of outage events, communicate with CSMs and other client-facing teams to notify and update, reporting on client activity in relation to any incident, managing Statuspage, when necessary, and writing outgoing client communications
  • Become a product expert and provide support to our CSMs and other client-facing team members 
  • Opportunity to hire and manage Support Team members as the company grows 

Qualifications

  • 5+ years experience in supporting a SaaS product
  • Zendesk administration experience required
  • Experience supporting customers in a B2B environment preferred
  • Experience using Guru, Kibana, Mandrill, Salesforce, and pretty much any CRM is a plus!
  • Passionate about delivering excellent service to clients
  • Understanding of technical concepts and some basic understanding of simple code required. Comfortable supporting webhooks, API, and integrations-related inquiries.
  • Available Monday-Friday, 9am-6pm ET as well as some holiday, weekend, and evening hours as needed. We support clients all over the world and support teams never stop so neither do we!

Compensation & Perks

Competitive cash comp, stock options; full (and might I add, excellent) health, dental and vision insurance benefits; gym stipend; 10 company holidays, including Juneteenth and Election Day, as well as an unlimited vacation policy. 

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At Stella, we love everybody! We celebrate our differences and believe that they add to our company’s inclusive culture, innovation, collaboration and overall success. We are proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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Location

Our HQ in FiDi is easily accessible via NJ Transit & MTA. Dining and drinks on Stone St & the Seaport make for a fun place to hang after hours too!

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