What are the responsibilities and job description for the Customer Support Manager position at sourcescrub?
Are you passionate about transforming customer support and elevating the customer experience? We're looking for a motivated Customer Support Manager to lead our high-performing support team in delivering exceptional service. In this role, you’ll focus on streamlining ticket resolution, improving processes, and empowering the team to deliver timely, accurate, and high-quality solutions. You’ll also play a critical role in building out self-service resources and enhancing operational efficiency to ensure customers have the answers they need, when they need them. You will report directly to our VP Customer Success Growth.
About us
At Sourcescrub, we believe two areas of focus are paramount to modern deal origination: Exceptional data quality and a relentless approach to Business Development. Our innovative approach allows finance professionals at all levels in their organization to uncover privately-backed businesses and examine key investor-centered metrics, cutting through the noise in seconds.
As our Customer Support Manager, you will
- Lead and Manage Operations: Oversee the day-to-day operations of the Customer Support team, ensuring prompt and accurate resolution of support tickets.
- Optimize Processes: Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency and the customer experience.
- Handle Escalations: Act as the primary escalation point for complex or high-priority customer issues, driving timely and appropriate resolutions.
- Monitor Performance: Track and analyze team performance through KPIs, SLAs, and customer satisfaction metrics to meet and exceed established goals.
- Collaborate Across Teams: Partner with Product and Engineering to address recurring customer issues and advocate for product enhancements.
- Foster Team Development: Coach, mentor, and empower team members to enhance their technical expertise and customer service skills, cultivating a collaborative and engaged team culture.
- Training and Onboarding: Design and deliver training programs for new hires and ongoing development including training on new features.
- Build Self-Service Resources: Work with the Director of Customer Success to identify common customer inquiries and expand the Resource Center with robust self-service content.
- Communicate and Align: Lead team meetings to share updates, align on objectives, and highlight best practices.
- Innovate and Implement Tools: Research and adopt tools or technologies to enhance the team’s efficiency and improve the overall customer support experience.
To be successful, you should have
- 2 years of experience managing a customer support team in SaaS.
- Demonstrated data-driven approach to problem-solving and the ability to analyze performance data to implement improvements that drive results.
- Strong problem-solving skills and a customer-first mindset.
- Exceptional organizational skills, with the ability to manage multiple priorities and communicate effectively, both verbally and in writing.
- Resourceful and proactive approach, with a willingness to ask questions and seek clarity to ensure success.
- Comfortable navigating ambiguity and thriving in fast-paced, dynamic environments with a passion for process improvement.
- Experience with tools like Salesforce, Zendesk, Jira, or other support ticketing systems.
- Associate’s or Bachelor’s degree, or equivalent experience
