Customer Service Manager, US

Department: Customer Operations

Employment Type: Permanent - Full Time

Location: US - Boston

Reporting To: Lily Blanchet

Description

Your new company

A tech scale up with Big Plans...

When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.

Not Heard of us ?

We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150 countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide.

You will be responsible for the leadership and day to day management of the Exclaimer Desk functions within Customer Operations. This will include inspiring, motivating, training and challenging the team as well as managing the overall team and their individual performance. You will act as their first point of escalation for any complex challenges or customer complaints. A core component to this role is maintaining a high level of quality and attention to detail in team and your own work.

Key Responsibilities

Team Leadership

• Recruit, hire, train, and mentor a high-performing team of Support Desk Generalists.
• Conduct regular performance reviews, provide constructive feedback, and identify areas for professional development.
• Foster a positive and collaborative team environment that encourages open communication and knowledge sharing.
• Identify training needs for team members and work with Head of Exclaimer Desk to develop personal development plans for all team members
• Provide consistent and relevant feedback for team members taking an active part in the QA process
• Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence.
  
  

Technical Support Operations

• Oversee the day-to-day operations of the technical support team, ensuring efficient and effective resolution of customer issues.
• Develop and implement best practices and standard operating procedures for desk support team.
• Monitor key performance indicators (KPIs) such as customer satisfaction, resolution times, and first-response resolution rates.
• Analyse customer feedback and identify areas for improvement in product design, documentation, and support processes.
  
  

Customer Relationship Management

• Manage and de-escalate customer conflicts: Effectively handle escalated customer issues, such as complaints, disputes, and strong dissatisfaction. Employ active listening, empathy, and clear communication to calm agitated customers and find mutually agreeable resolutions.
• Facilitate internal escalations; Coordinate and communicate effectively with other departments (e.g., technical support, sales, legal) to resolve complex customer issues that require cross-functional collaboration. Act as a liaison between customers and internal teams, ensuring timely and appropriate resolution of escalated matters.
• Build and maintain strong relationships with key customers and partners.
• Escalate critical customer issues to appropriate internal teams and ensure timely resolution.
• Proactively identify and address customer concerns.
  
  

Stakeholder Management

• Build strong relationships with key stakeholders, including customers, technical teams, and management.
• Effectively communicate with stakeholders at all levels, both verbally and in writing.
• Manage expectations and resolve conflicts.
  
  

Additional Notes.

At times you will also be asked to support your wider Customer Ops team in areas such as:

• Continuous collaboration with the other teams within Customer Teams
• Consistently look at ways to improve processes and automate where possible.
  
  

The person developing this role is expected to do EST hours.

Skills Knowledge and Expertise

• At least 2 years’ experience in a Management/Leadership role in a Customer Service environment.
• Intermediate to advanced skills in Excel, Word and Outlook.
• Attention to detail and numerical accuracy.
• Strong communication skills, written and verbal.
• Ability to manage competing priorities and deliver to deadlines.
• Experience with Salesforce CRM is advantageous.
• Fluent/Native in English and a secondary language such as Dutch, German, French, Mandarin.
  
  

Benefits

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team:

• Hybrid working
• Healthcare
• Life insurance
• 6 weeks - work anywhere option per year
• Employee Assistance program
• Contributory retirement savings plan
• Opportunities for training & development
• Great team and culture
• Discounts portal
• Income protection Insurance
• Online GP services
  
  

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.