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Manager of Customer Support
We're looking for a Manager of Customer support to help us deliver timely and delightful customer experiences for the dental practices that rely on Archy to run their business.
Job description
Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is terrible.
Archy is a vertical SaaS solution that is revolutionizing the dental practice management space, giving dental providers cutting-edge software that allows them to do what they do best (be dentists!) while we handle the more technical sides of running their practice business.
Job responsibilities
We're looking for a Manager of Customer Support to help us deliver timely and delightful customer experiences for our customers. You will build and operate a team of dedicated customer support specialists focused on giving our customers the information they need to thrive in their jobs. Along the way, you will identify and implement the tools and processes required to grow the team in a scalable way. You will also collaborate across the business to deliver quantitative & qualitative insights that represent the voice of our customers.
You’ll have the opportunity to shape the organization and build the ideal customer support team from the ground up. This role will play a pivotal position in delighting our customers, scaling our business and building a team of motivated, empathetic employees. This critical position reports directly to our Chief Operating Officer.
Responsibilities for this role will include:
- Lead a remote support team that communicates with our customers via multiple channels - chat, text, email, phone, and AI
- Oversee day-to-day support and operations interactions for new and existing customers
- Optimize a resourcing model that matches headcount needs with the projected volume of customer interactions across customer stages and channels
- Assess exist and future tooling needs to support the scalability of the support team
- Lead issue management for high severity issues, including the ownership of customer escalations
- Identify patterns in support interactions; then take appropriate action to address these patterns, quickly iterating based on your learnings in order to improve our processes and resources
- Collect customer feedback and advocate for customer needs cross-departmentally
- Motivate, hire and develop a high-performing team that exceeds goals and provides exceptional support to our customers
- Train new team members and provide continual employee development through 1:1 feedback
Job requirements
- 3+ years of managing a technical support team at a SaaS company
- Strong coaching and management skills with a passion for bringing out the best in your team
- An excellent understanding of customer experience best practices and technologies
- Able to track trends and data to improve customer satisfaction and identify areas of efficiency improvement
- Experience in designing and implementing process oriented solutions and working with technical teams in systems like Intercom, Zendesk and Jira
- Love to solve technical problems and have some technical familiarity. We don’t expect you to be a technical wiz, but hope you enjoy learning new technologies and diving into technical problems to find solutions.