Manager - Customer Support
To see similar active jobs please follow this link: Remote Customer Success jobs
As a Customer Support Manager, you will work closely with the Customer Support leadership team to help build a team of elite Customer Support Coaches. You will also make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers around the world. Location: REMOTE- Europe
What You Will Do:
Directly manage, coach, and mentor a team of team leads while ensuring performance metrics are met and quality standards maintained
Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs)
Be the point person for any issues or concerns of support team members and leads during shift
Work hand-in-hand with senior management to identify key areas for improvement within the customer support team, leveraging data-driven insights and industry best practices
Partner with senior leadership to develop and implement actional steps and initiatives aimed at enhancing team performance, optimizing processes, and elevating service quality
Act as a strategic advisor to senior leadership, providing valuable insights and recommendations for driving continuous improvement and operational excellence within the customer support function
Foster a culture of collaboration, innovation, and accountability within the customer support team and leaders, driving collective efforts toward achieving excellence in customer service delivery
Regularly communicate progress, challenges, and successes to senior leadership, maintaining transparency and alignment throughout the improvement process
Continuously monitor and evaluate the effectiveness of implemented initiatives, iterating and refining strategies as needed to drive sustained improvement and excellence in customer support.
Own the resolution of customer escalations by using creative problem-solving to identify and quickly implement the actions required to resolve the issue, regain trust, and build a positive experience.
Participate in the interviewing and screening process of new Coaches.
Collaborate with cross-functional teams, including product, engineering, and sales, to address customer concerns and enhance the overall customer experience
Identify opportunities for skills development among team members, communicate, and partner with the Training and Enablement team to create and implement training programs.
Be responsible for your team members’ ongoing career development, continued learning, and general well-being, and frequently deliver feedback and coaching in support of these initiatives
Collaborate with team Leads to take responsibility for the resource allocation of our support software and global team by ensuring time off requests are accurately managed to ensure shifts are covered
Stay updated on industry trends, best practices, and emerging technologies to drive innovation and improvement in customer support delivery
Continuously strive to optimize processes and workflows to enhance customer support operations.
Serve as the communication link between upper management and your team members
All other duties or special projects as assigned.
Knowledge Skills and Abilities:
Ability to think creatively and strategically
Ability to multitask and work under pressure and to identify issues and work to resolve them
Problem-solving skills and emotional management
Ability to successfully exhibit Cloudbeds’ core values (Grit, Kaizen, Discovery, Stronger together, Welcoming, Presence, Mop bucket attitude, Positive intent)
You’ll Succeed With:
2+ years of SaaS or similar experience
5-7 years management or leadership experience with a solid track record of leadership in customer support or related roles, within the SaaS or technology industry
Ability to think creatively and strategically
Ability to multitask and work under pressure and to identify issues and work to resolve them
Problem-solving skills and emotional management
Ability to successfully exhibit Cloudbeds’ core values (Grit, Kaizen, Discovery, Stronger together, Welcoming, Presence, Mop bucket attitude, Positive intent)
Exceptional communication skills and a positive attitude
Fluent English
Compatible graduation course or more than 2 years of proven experience in the area
Nice to Have:
Hospitality experience is a plus
Fluent Portuguese or Spanish is a differential and a plus
#LI-REMOTE #LI-AM1
About the job
Manager - Customer Support
To see similar active jobs please follow this link: Remote Customer Success jobs
As a Customer Support Manager, you will work closely with the Customer Support leadership team to help build a team of elite Customer Support Coaches. You will also make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers around the world. Location: REMOTE- Europe
What You Will Do:
Directly manage, coach, and mentor a team of team leads while ensuring performance metrics are met and quality standards maintained
Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs)
Be the point person for any issues or concerns of support team members and leads during shift
Work hand-in-hand with senior management to identify key areas for improvement within the customer support team, leveraging data-driven insights and industry best practices
Partner with senior leadership to develop and implement actional steps and initiatives aimed at enhancing team performance, optimizing processes, and elevating service quality
Act as a strategic advisor to senior leadership, providing valuable insights and recommendations for driving continuous improvement and operational excellence within the customer support function
Foster a culture of collaboration, innovation, and accountability within the customer support team and leaders, driving collective efforts toward achieving excellence in customer service delivery
Regularly communicate progress, challenges, and successes to senior leadership, maintaining transparency and alignment throughout the improvement process
Continuously monitor and evaluate the effectiveness of implemented initiatives, iterating and refining strategies as needed to drive sustained improvement and excellence in customer support.
Own the resolution of customer escalations by using creative problem-solving to identify and quickly implement the actions required to resolve the issue, regain trust, and build a positive experience.
Participate in the interviewing and screening process of new Coaches.
Collaborate with cross-functional teams, including product, engineering, and sales, to address customer concerns and enhance the overall customer experience
Identify opportunities for skills development among team members, communicate, and partner with the Training and Enablement team to create and implement training programs.
Be responsible for your team members’ ongoing career development, continued learning, and general well-being, and frequently deliver feedback and coaching in support of these initiatives
Collaborate with team Leads to take responsibility for the resource allocation of our support software and global team by ensuring time off requests are accurately managed to ensure shifts are covered
Stay updated on industry trends, best practices, and emerging technologies to drive innovation and improvement in customer support delivery
Continuously strive to optimize processes and workflows to enhance customer support operations.
Serve as the communication link between upper management and your team members
All other duties or special projects as assigned.
Knowledge Skills and Abilities:
Ability to think creatively and strategically
Ability to multitask and work under pressure and to identify issues and work to resolve them
Problem-solving skills and emotional management
Ability to successfully exhibit Cloudbeds’ core values (Grit, Kaizen, Discovery, Stronger together, Welcoming, Presence, Mop bucket attitude, Positive intent)
You’ll Succeed With:
2+ years of SaaS or similar experience
5-7 years management or leadership experience with a solid track record of leadership in customer support or related roles, within the SaaS or technology industry
Ability to think creatively and strategically
Ability to multitask and work under pressure and to identify issues and work to resolve them
Problem-solving skills and emotional management
Ability to successfully exhibit Cloudbeds’ core values (Grit, Kaizen, Discovery, Stronger together, Welcoming, Presence, Mop bucket attitude, Positive intent)
Exceptional communication skills and a positive attitude
Fluent English
Compatible graduation course or more than 2 years of proven experience in the area
Nice to Have:
Hospitality experience is a plus
Fluent Portuguese or Spanish is a differential and a plus
#LI-REMOTE #LI-AM1