Overview:
You will lead the award-winning Customer Support team that is responsible for providing the world-class support our global clients expect from Allego. In this hands-on role, you will jump in to manage complex tickets and help close tickets during high volume periods while thinking about how to maximize customer interactions and how to improve our clients’ experiences. Your execution excellence will ensure that we always deliver quality service.
Whether it’s creating efficiencies in processes or developing ways to troubleshoot customer challenges more quickly, you’re a team-building problem solver who understands the value of quantity and quality. You’ll partner with Allego’s internal Ops and Product teams to ensure we’re exceeding all service-level agreements and that we’re on the forefront of all product changes and platform enhancements.
We’ll count on your leadership talent to inspire and empower individuals to transform stressful situations into positive interactions via email and phone support.
What You'll Do:
- Manage a team of 3 direct and 3 indirect reports responsible for providing ongoing customer support and maintenance services
- Ensure Customer Support staffing levels and skill levels are at the appropriate level to provide exceptional support
- Analyze customer support data to proactively make informed decisions about operational and procedural changes
- Oversee the assignment and delivery of customer maintenance projects
- Own the process for provisioning new customer systems
- Serve as a product expert and escalation point for the Customer Support team for diagnosis and resolution of customer requests
- Oversee the management and tracking of customer interactions via Salesforce.com
- Maintain Customer Success Troubleshooting guides and documentation
- Drive collaboration to create and improve self-service resources for customers required to scale our support operations
- Support achievement of company customer retention goals
- Work with Allego Product and Product Development teams to escalate and manage resolution of client issues and problems.
- Identify trends and gather customer feedback about product functionality and share with the Product Management Team.
Requirements
Experience You Will Bring:
We are seeking candidates with proven experience working in small emerging growth SaaS organizations. The ideal candidate has proven leadership experience, excellent verbal and written communication skills who can manage and mentor people who are early in their careers.
Technical competence and a desire to dive deeply into the product are important, along with the ability to convey that knowledge to non-technical audiences.
Other requirements include:
- Salesforce.com or other CRM / support ticketing system experience
- 5+ years in SaaS based Customer Support/Customer Service role
- Ability to lead and motivate a team
- Highly detail oriented and quality driven
- Strong written and verbal communication skills
Benefits
Allego offers a comprehensive and competitive benefits program that enables employees to choose the
benefits that best fit their needs and the needs of their families. Full-time new hires are eligible for most
benefits on the first day of employment. The following is a summary of the benefits offered to Allego
employees.
- Health Insurance
- Unlimited PTO
- 401K match
- Wellness programs
- Flexible schedule
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What We Do
Allego represents the next era of sales enablement. Our all-in-one, rep-centric platform ensures that sellers have the skills, knowledge, and content they need to optimize team success in a virtual world. In place of traditional training and content enablement tactics – which are rapidly outdated and often ineffective – Allego empowers reps with the activated content they need to close deals faster, and the personalized coaching and learning they require for continuous improvement. And it all happens in the flow of their daily work.
Whether it’s providing feedback to one another through asynchronous video, or enhancing their skills through AI-powered coaching and peer-to-peer collaboration, more than 500,000 professionals are using Allego to revolutionize the way they onboard, train, collaborate, and sell.
Why Work With Us
Allego’s Operating Principles are at the heart of our business. They are the fabric of our culture and central to our approach to work, our customers, and each other. You can read more here.
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