Customer Support Manager Customer Support · ·

Penny Jar Capital, LLC; San Mateo (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking a dynamic Customer Support Leader to drive excellence in service and satisfaction. In this pivotal role, you will lead a dedicated team, implementing strategies that enhance the customer experience while fostering growth and collaboration. Your expertise in data analytics and project management will help identify areas for improvement, ensuring that customer inquiries are resolved promptly and effectively. Join a forward-thinking team that values personal and professional growth, and make a significant impact in a remote-first environment with flexible hours and exciting opportunities for innovation in the tech ecosystem.

Benefits

Pre-IPO Employee Stock Options

Unlimited Paid Time Off

Medical, Dental, Vision, and Life Insurance

Flexible Work Hours

Collaborative Team Environment

Qualifications

• 3-5 years of experience in customer support with leadership roles.
• Strong analytical skills and proficiency in Salesforce tools.

Responsibilities

• Lead and mentor the customer support team while engaging directly with customers.
• Analyze data trends to improve customer satisfaction and support processes.

Skills

Customer Support Leadership

Data Analysis

Project Management

Communication Skills

Problem Solving

Customer Empathy

Education

Bachelor's Degree

Tools

Salesforce

SOQL

SQL

Apex

VisualForce

Salesforce Lightning

Job description

Why you'll love this NUE opportunity!

At Nue, you will be a global customer support leader by leading and managing the customer support team to ensure that the highest level of service is provided to our customers. As a leader of the Customer Support team, you will oversee daily operations, develop and implement strategies to improve customer service quality, and ensure customer satisfaction and loyalty. This leadership role will work closely with other departments to address and resolve customer issues and enhance overall customer experience.

You have a passion for building relationships and solving customer problems. You bring demonstrated project management capabilities, exceptional organizational and self-management qualities, strong leadership capabilities, data analytics experience, effective written and verbal communication skills. You have the experience to implement successful support teams focused on the highest level of customer experience.

You want to make a difference and to join a team that is revolutionizing revenue operations.

Responsibilities

This is a player/coach role, where you will balance leadership with direct customer engagement. You’ll provide strategic guidance to your team, fostering growth, overseeing the resolution of customer inquiries, issues, and escalations while ensuring that the team meets key performance metrics.

You will leverage your expertise in Nue’s products, analytics, and dashboards to advocate for the customer and drive continuous improvement in customer satisfaction.

As a player/coach, you will:

• Lead, mentor and build the customer support team.

• Oversee daily operations of the customer support department.

• Identify areas for improvement in the customer support process.

• Implement strategies to enhance efficiency and effectiveness.

• Collaborate with other departments to streamline the process and improve the customer experience.

• Actively participate in resolving customer issues, handling escalated tickets, and providing support for complex or high-priority cases

• Ensure prompt and effective resolution of customer issues.

• Maintain a high level of customer satisfaction and foster long-term customer relationships.

• Analyze data to identify trends and areas of improvement.

• Prepare regular reports on customer support activities and performance.

• Utilize customer support software and tools effectively.

• Implement new tools and technologies as needed.

What We’re Looking For:

• 3-5 years of experience in customer support, with experience in both leadership and hands-on roles.
  
• Knowledge of Salesforce platform capabilities and core features.
  
• Knowledge of billing processes, revenue recognition, and financial systems.
  
• Strong knowledge and experience in Java, Apex.
  
• Proficiency in data analysis and solution design using SOQL, SQL, Apex, VisualForce, Salesforce Lightning.
  
• Proficiency in REST API framework and integrations.
  
• Experience implementing CPQ, Salesforce customizations and configuration.
  
• Strong analytical and problem solving skills.
  
• Excellent spoken and written English.
  
• Strong communication skills, including the ability to adjust to the technical level of the audience and explain complex ideas clearly and concisely.
  
• Ability to work with global teams.
  
• Customer empathy is a must.
  
• Positive attitude and the ability to stay calm under pressure.
  
• Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.
  
• Willing to work in a fast paced startup environment.
• Bachelor's degree from an accredited college or university

What We Offer

• 100% remote first work environment with flexible work hours.
  
• Pre-IPO employee stock options.
  
• Unlimited paid time off.
  
• Medical, dental, vision, and life insurance.
  
• Competitive salary and benefits package.
• Opportunity to work in the dynamic and innovative Silicon Valley tech ecosystem.
• The chance to work on groundbreaking projects and influence the future of finance and payment systems.
• A collaborative and supportive team environment that encourages personal and professional growth.