Manager, Customer Support

Job Description

A BIT ABOUT US Lever was founded seven years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Yelp, Cirque du Soleil, Shopify, and Eventbrite rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture. THE CHALLENGE As Manager, Customer Support, you will face the unique challenges of managing our 24/7 Support team in partnership with our Support Team Leads, coaching them through blockers that they face and professionally mentoring those team members. You’ll also push the team to focus on response and resolution timeliness and identify ways we can be a more efficient and effective team. The OPPORTUNITY As Manager, Customer Support you will partner with the Director of Customer Support to manage and lead a world-class Customer Support organization. You will hire top talent in order to keep the team staffed, and shepherd the continuous evolution and growth of the team within the Customer Experience and Solutions organization. The organization will excel under your leadership at serving, engaging, and providing efficient and complete resolution for Lever customers, both internal and external. You will also maintain high levels of customer satisfaction; deepen the level of engagement by our customers with all the Lever products they use; and provide proactive change management as the Lever Product continues to evolve. THE TEAM Join a high-performing, tight knit team in a tech company that is working to make hiring more transparent, collaborative, strategic, and effective. The Customer Experience and Solutions organization at Lever holds deep product and recruiting knowledge and is growing quickly in response to the fast-growing list of Lever customers. Reporting to the Director of Customer Support, you will be our Manager, Customer Support and will manage our first line of defense - the Customer Support Specialists. With partnership from our Support Team Leads, you’ll oversee the success of our Specialists that work 24/7 to provide world class support to our customers. This individual must have a passion to drive initiatives that improve internal processes. The Manager, Customer Support is a customer-focused, data-driven manager and relationship builder, passionate about providing customers with an accessible, low-effort, intuitive and effective customer experience. The Manager, Customer Support will work with Customer Experience and Solutions leadership, and the rest of the Lever team to keep the customer experience ingrained in everything we do. THE SKILL SET ● 2+ years of experience building and managing a technical support team. ● Experience managing a 24/7, multi-demographic support model. ● Proven track record of building, developing, and fostering employee growth and retention. ● Strong experience managing outcomes for technical teams with an emphasis on quality assurance and customer satisfaction. ● Strong experience working cross-functionally with Leaders from Customer Success, Solutions, Product, and R&D teams to communicate pain points and meet service level agreements. ● Understanding of development and product release processes for a SaaS product, including enablement strategies for a 24/7 team. ● Experience with efficient training and enablement for onboarding team members. ● Demonstrated ability to communicate complex technology to a non-technical audience. You are technically adept. You feel comfortable learning and using new technology and tools. Experience with help desk/issue resolution systems (Google Apps, Slack, Zendesk, Asana, Salesforce, Lever Admin, Chrome Console, Kibana, MongoDB, SQL).

WITHIN 1 MONTH, YOU’LL

• Complete Ramp Camp, our comprehensive onboarding program designed to get you up to speed on all aspects of the business with a cross-functional cohort of new Leveroos. You'll learn about our business, product, vision and team and gain an understanding about how your role fits into Lever's broader organization.
• Dig into the recruiting world, quickly learning different recruiting team roles, interactions, activities, and metrics- and how that’s all captured within Lever’s product suite.
• Become Lever Admin certified through Lever University.
• Jump into the support queue, working side by side with the Support team to learn the Lever products, internal tools, and help resources to resolve 80% of basic customer questions quickly and efficiently without additional support.
• Shadow Implementation Specialists on both SMB/Corp and Mid/Ent through an implementation process, to build an understanding of the onboarding process for all customers across segments
• Interview a Solutions Architect to understand our third-party integrations and their enablements, especially as it relates to the customer lifecycle and how that will impact the Customer Support team.
• Learn the current state of our Product Launch processes and develop an understanding of how we proactively communicate change to customers, by working with the Product organization and the larger Customer Experience organization.
• Schedule weekly one-on-ones with team members, establishing a cadence of communication and development conversations.
• Begin partnering with the night shift Team Lead to help deliver coaching and enablement to Specialists that work during our night shift hours.
• Partner with the Director of Customer Support to learn and understand the current state of team metrics reporting, 1:1 cadences, anbd open and ongoing team initiatives.

WITHIN 3 MONTHS, YOU’LL

• Work with each of your team members and Team Leads to create quarterly individual goals, ensuring that goals follow the SMART methodology and are aligned with team and company goals.
• In your previously scheduled one-on-ones with each team member, review their goal progress and focus on career development, professional development, and individual development.
• Identify and provide an opportunity for each team member for skill training, development training.
• Measure and refine metrics (e.g., response time, resolution time, customer satisfaction, contacts, cost per contact, etc.), identifying the story that the metrics tell to assure we are iterating appropriately.
• Develop a cadence to review and shadow your team’s interactions with customers, providing constructive feedback and hands-on guidance to help them improve where necessary to deliver the best possible customer service and achieve a high level of customer satisfaction for Lever customers.
• Manage cross functional feedback and escalations pertaining to support interactions, ensuring the customer experience is at the forefront of our interaction handling.
• Work with our Escalation Support Team (consisting of Product Support Specialists and Technical Support Specialists) to audit and document escalation processes.
• Deliver weekly support performance updates to the Director of Customer Support.
• Partner with the Director, Customer Support, Manager of Content and Education, and Team Lead of Customer Experience and Operations to run the Customer Support All Hands team meeting, and create an agenda and meeting cadence that supports high performance of the team.
• Partner with the Director of Customer Support to own team quarterly goals, and establish regular team calibrations on these goals.
• Complete ongoing Lever University certifications, demonstrating an understanding of the overall Lever Product.

WITHIN 6 MONTHS, YOU’LL

• Partner with the Director of Customer Support, and the Support Team Leads to develop regular and ongoing team and individual recognition programs, assuring that the team understands and feels the impact of their accomplishments, and that they are recognized across Customer Experience and Solutions, as well as across Lever.
• Take ownership of the recruiting, and hiring of new Customer Support Specialists.
• Actively seek out, identify, and reduce customer escalations.
• Establish regular collaboration with Product to understand and prepare team and systems for product releases including preparing help content, macros, facilitating release training for your team, and preparing release specific incident tracking.

WITHIN 12 MONTHS, YOU’LL

• Maintain a group of highly skilled and motivated Customer Support Specialists, ensuring each team member feels their direct impact.
• Develop and deliver regular skill set training to increase team member expertise across all support channels: email, phone and chat.
• Develop and drive initiatives that provide focus on business needs.
• Reassess, define, and introduce specialization, as necessary, within Customer Support as appropriate

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