Head of Customer Support & Operations

The Wanderlust Group, Inc.; Newport (RI); In loco; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

The Wanderlust Group, Inc. in Newport, Rhode Island seeks a Senior Manager of Customer Support to lead Dockwa’s customer support function.

You will manage a five-person team, oversee SLA performance across email, phone, and chat, and drive deflection via a knowledge base, AI layer, and macros. You will also own incident management, scale coverage for a May–September season, and partner with Product and Implementation to turn insights into action.

Competenze

• 6+ years in customer support with 3+ years leading teams of five or more.
• You have moved a ticket-per-customer or deflection number and can show before/after results.
• Hands-on with HubSpot, Intercom, Jira and AI deflection deployments.
• You have owned an SLA in seasonal or spike business and staffed for peak.
• You have led critical incidents as the incident owner and driven improvements.
• You build your own reporting with minimal analyst support.

Mansioni

• Lead and coach the support team; own weekly cadence, quality, coverage and scheduling through a May–September season.
• Own tiering, routing, SLAs, knowledge base, AI answer layer, macros, and reporting to reduce cost per marina.
• Run critical incidents end to end with clear customer communications and actionable follow-up.
• Design coverage and staffing to scale with growth while controlling peak costs.
• Build Tier 2 SME coverage across product modules and coordinate with Product and Implementation.
• Stand up boater support as a core function ahead of growth and claims volume.
• Partner with Customer Success and Marketing for self-serve engagement across channels.

Conoscenze

Customer support experience

People management

Team staffing & scheduling

SLA management

Deflection and AI integration

Reporting & analytics

Strumenti

HubSpot Service Hub

Intercom

Jira

AI deflection tools

Descrizione del lavoro

The Wanderlust Group, Inc. in Newport, Rhode Island seeks a Senior Manager of Customer Support to lead Dockwa’s customer support function.

You will manage a five-person team, oversee SLA performance across email, phone, and chat, and drive deflection via a knowledge base, AI layer, and macros. You will also own incident management, scale coverage for a May–September season, and partner with Product and Implementation to turn insights into action.