Technical Support Manager
Technical Support ManagerAbout Kustomer
Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences–not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.
Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.
About the RoleAt Kustomer, we are passionate about helping companies provide a flawless customer experience. Technical Support is a key piece of the Kustomer strategy, providing expert support and TLC that consistently delights our clients. Our Technical Support Manager will lead, develop, and manage our team of Technical Support Specialists.You'll be responsible for:
- Innovating and evolving our technical support model to best service our clients, and best achieve the goals of Kustomer’s evolving business
- Overseeing all day to day activities of the support team
- Managing, mentoring, and recruiting for our Technical Support team. Our team works tirelessly each day to support our customer base of forward thinking CX professionals
- Advocating for our customers and managing the escalation of issues to product & technology leadership
- Managing overall team performance, critical processes, and KPIs
Your qualities:
- You are a thoughtful coach who is genuinely interested in growing people and their careers and delivering actionable advice and clear coaching.
- You balance good judgement with an intellectual curiosity about people and technology.
- You’re clear and concise in the way you communicate information.
- You build relationships easily, and enjoy contributing and developing initiatives that aid in technical support.
- You have experience defining metrics and demonstrating value for customers.
- You have a knack for solving technical problems and are solutions-oriented.
- You possess a strong foundation in customer management solutions.
Benefits
Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy. We also provide perks to our teammates including semi-monthly catered lunches, delicious office snacks, and more.
Diversity & Inclusion at Kustomer
Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.
We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.