ActiveCampaign
ActiveCampaign helps growing businesses meaningfully connect with their customers.
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Manager, Customer Support

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ActiveCampaign's category-defining Customer Experience Automation Platform (CXA) helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation and CRM for powerful segmentation and personalization across social, email, messaging, chat and text. Over 100,000 of ActiveCampaign's customers use its 850+ integrations including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization on G2.com and is the Top Rated Email Marketing Software on TrustRadius. Pricing starts at just $9/month. Start a free trial at ActiveCampaign.com .
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don't just celebrate our differences, we believe our diversity is what empowers our innovation and success. If this matches your goals and interests, we hope you consider joining our team!
As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions.
The Manager, Customer Support, will oversee a team of front line Support Specialists focused on live channel resolution via chat. The Support Manager is paramount to the success of the Customer Support team. In this role, the Support Manager will use data to drive the success and performance of their team. They will focus on developing employee performance, setting expectations, and achieving monthly targets, and celebrating team success. This role requires continuous improvement of platform knowledge, consistent behavioral and process coaching, providing career development for their team, performance management, and communicating targets and expectations to their team.
Our Managers of Customer Support are heavily involved with the day-to-day success and work of their team. As an organization, we require that our managers are in chats at least one hour a week with their team because it enables our managers to better support their team with a functional knowledge of the platform and the frontline role.
What your day could consist of:
    • Provide day to day leadership for 10-15 front line Support Specialists
    • Drive a strong culture of collaborative learning within your teamDevelop team members to peak performance and improve overall team bench strength
    • Analyze team performance and using that performance data to drive positive and constructive coaching conversations with your team
    • Continuous communication with team members and stakeholders in a remote setting
    • Reporting out on weekly/monthly team performance and documenting action items with individual team members
    • Work closely with the Workforce Management team and tools to ensure your team stays accurate to their schedules
    • Partner with internal teams (Technical Support, Success, Education, Engineering, etc) to escalate or solve customer issues in a timely manner

What is needed:
    • 3+ years of professional experience managing in technical/customer support teams with demonstrated experience overseeing Support teams in a SaaS environment
    • Demonstrated ability to use data to influence decision making and behavioral change within teamExperience creating and tracking team level datasets independently
    • Strong prioritization and time management skillsInnovates and develop new ways to achieve high levels of customer loyalty
    • Exceptional management skills with the ability to motivate others to perform and achieve results within a diverse team
    • A strong mentor who pays personal attention to the growth and development of others, and provides ongoing and constructive feedback while creating developmental opportunities
    • Ability to work on a global scale with an appreciation for a variety of cultures and a general understanding of how business is conducted in key locations throughout the world
    • Proven track record of exceeding goals and achieving growth and success
    • Experience in a global support environment preferred Strong troubleshooting and root cause analysis skills
    • Excellent verbal and written communication
    • Prior experience in but not limited to Looker, Zendesk, JIRA, Slack, Zapier, Slack, CloudApp, Google Sheets/Excel, and TextExpander

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here , but some of our most popular benefits include our comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, tele-health and tele-mental health, and access to the Calm app for meditation), open paid time off, generous 401(k) matching with no vesting, a generous stipend to outfit your remote office, and a focus on career growth including access to personal and professional coaching. We take a proactive approach to diversity and inclusion and offer parental leave, career pathing, and support employees' ongoing learning and development through Udemy and access to life coaches via Modern Health. We also offer cool swag.
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.
Our core values:
Start with trust
Make the customer a hero
Cultivate inclusion & diversity
Iterate everything, always
Create WOW
Pursue growth with gratitude
Visit here to learn about perks and benefits at ActiveCampaign and see our values in action.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • FlaskFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • ActiveCampaignCRM
    • ActiveCampaignEmail
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What are ActiveCampaign Perks + Benefits

ActiveCampaign Benefits Overview

We believe that benefits can be as important as compensation. We believe that not having to worry about health plans, dental networks or having enough retirement savings are equally important. We focus on benefits that not only enable our team to grow in their career, but ensure they remain happy and healthy outside work.

ActiveCampaign offers best in class health benefits with zero or very favorable employee premium cost share. Our 401k employer match is exceptionally generous with no vesting or wait period to contribute. There is a wide variety of voluntary and pass through benefits as well.

We have enhanced our remote work environment including rolling out new perks such as a quarterly home office stipend, virtual events, parent support and mental wellness resources such as free Calm subscriptions, team virtual wellness events (yoga, stretching, meditation), telehealth that includes free therapy sessions and even access to personalized life coaching through Modern Health.

When we return to the office, our amazing in-office perks such as delivered lunch, unlimited snacks, barista bar, onsite gym, gorgeous roof deck will be waiting.

Culture
Volunteer in local community
ActiveCampaign offers 3 days of volunteer time off for all employee annually, and participates in volunteer events like Best Buddies Friendship Walk and Chicago Parks Foundation Clean Up
Partners with Nonprofits
Nonprofit partners include Future Founders, Greater Chicago Food Depository and Best Buddies
Friends outside of work
Eat lunch together
Intracompany committees
Committees within ActiveCampaign include DEI Committee, WellnessCampaign (Wellness Committee), Activity Committee and ActiveImpact (Charity Committee), and 7 Employee Resource Groups
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
- 50% of our managers identify as female - 25% of our senior leaders identify as people of color - 50% of our senior leaders identify as female - 13% of our senior leaders identify as LGBTQ
Unconscious bias training
Unconscious bias training is part of our diversity training covering 16 areas of DEI training. Teams participate in Unfiltered Conversations - a framework for learning about race in the workplace.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
7 ERGs create opportunities for mentorship & professional growth, and promote a strong community at work. Our ERGs provide resources for parents, LGBTQ+, Inner Faith, Black, Latino, Asian team members
Hiring Practices that Promote Diversity
Our DEI hiring plan is inclusive of long and short term goals to ensure we continually improve our hiring practices, and proactively identify areas of improvement and potential unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
$2,000 per plan year, or $5,000 per plan year for Dependent Care FSA
Disability Insurance
All Employees receive free Short-Term and Long-Term Disability coverage from ActiveCampaign.
Dental Benefits
All premiums for employees are fully covered by ActiveCampaign
Vision Benefits
All premiums for employees are fully covered by ActiveCampaign
Health Insurance Benefits
All full-time employees are eligible for a free health plan covered by ActiveCampaign. All preventative care is covered at 100%
Life Insurance
100% of annual earnings per employee up to $100,000
Pet Insurance
Pet insurance is available through Nationwide Pet and expenses vary based on animal
Wellness Programs
Our Wellness committee meets regularly to discuss new programs and resources, focusing on mental, physical and financial wellness. The team can access remote therapy and on-demand wellness resources.
Onsite Gym
Team workouts
Through our partnerships with Soothe and Shift, teams have the opportunity to connect through guided virtual fitness programs like yoga, stretching, meditation, and more!
Mental Health Benefits
Free Calm subscription, access mental health professionals and free therapy sessions via our expanded telemedicine benefit. Our health benefits also cover 52 weeks of therapy coverage annually.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Generous 401K matching with no wait or vesting requirements, so you can save right away
Company Equity
Certain roles and levels are eligible for stock options
Performance Bonus
Certain teams and leadership roles are eligible for performance bonuses based on metrics and KPI's
Match charitable contributions
Through ActiveImpact, ActiveCampaign's philanthropic arm, AC matches employee donations dollar for dollar to approved charities up to $500 USD annually.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. We also provide 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
We trust our employees to get their work done and manage their personal/family/social and work time responsibly.
Remote Work Program
All employees are able to work remotely from home. If employees live near one of our major hubs they have the flexibility of going into the office whenever.
Family Medical Leave
ActiveCampaign offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Restricted work hours
Return-to-work program post parental leave
Company sponsored family events
ActiveCampaign sponsors semi-annual family events.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We don't put caps on paid time off - if you need the time, take the time
Paid Volunteer Time
Our employees receive three days of company-paid volunteer time per year, in addition to company-sponsored giving back events
Sabbatical
Month-long, paid sabbatical for employees who have been with the company 5 years with an added appreciation bonus.
Paid Holidays
Paid Sick Days
Activecampaign offers 2 weeks of paid sick days for employees.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We provide pretax commuter benefits for all employees, and for employees commuting into our office we provide a commuter monthly stipend too.
Company Outings
Free Daily Meals
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board, Video Games and basketball
Stocked Kitchen
When we say stocked, we mean stocked
Some Meals Provided
Lunch stipends are provided every day, delivered onsite via Fooda. Breakfast is available with cereal, yogurt, toast, fruit, and our very own coffee baristas.
Happy Hours
Recreational Clubs
Our employees are sporty. We sponsor AC teams such as bowling, softball, kickball.
Relocation Assistance
Home Office Stipend for Remote Employees
Quarterly reimbursement of up to $250 for home office equipment, phone and utilities
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
ActivePerspectives, our guest speaker program brings perspectives from world champions, business leaders, and other unique voices — to educate ActiveCampaign employees on topics related to our value
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring
Continuing Education stipend
We offer $1500 annually for continuing education programs, conferences and other development programs
Time allotted for learning
Through our partnership with Udemy you can access 5,000 professional development courses.. Topics range from very technical to crucial soft skills to help you succeed in your role and grow your career
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

In response to COVID-19, ActiveCampaign has gone above and beyond most companies of its size to support employees. In addition to an overall increase in flexibility for employees balancing family and work, the company launched new benefits, like mental health counseling and isolation support groups, a series of wellness webinars, with titles like: Nutrition and how to eat well, especially while isolated, and partnerships with Soothe and Calm bring guided live sessions for yoga, meditation, reflexology, massage and stretching, etc. To keep the team together, we have hosted virtual cooking classes, variety shows, and more.

In office benefits include daily Catered Lunches through Fooda. Free onsite baristas. Open Vacation Policy. Dual monitor & stand-up desk workstation. FOND Membership. Bonus.ly Peer Recognition Program. Flexible Work/Life Balance. Many easy ways to give back to the community. Onsite gym at very low cost. Roof deck with lake views. Game rooms. Beer and wine on tap. Endless snacks. Amazing parties.

An Insider's view of ActiveCampaign

What are some social events your company does?

My team organizes a Team Bonding event each month. Most recently, we've played games like Among Us or Codenames. But we've also done events like a live pasta-making course with a Nonna in Italy!

ActiveCampaign also hosted an all-company Variety Show! It was a blast to see colleagues from around the globe sing, play instruments, and make pottery.

Weien

Engineering Manager - Team Mobile

What's the biggest problem your team is solving?

ActiveCampaign is a company dedicated to making the customer a hero. Our Customer Marketing team is always looking for ways to celebrate our customers and share their stories with the world. We have 150K+ around the globe, so the fun part is getting to know the people behind all those companies and learning about their journeys.

Tim

Customer Evangelist

How does the company support your career growth?

ActiveCampaign has helped me develop existing strengths and discover new ones, leading to upward advancement into new roles. From my direct manager to C-level leadership, a personal interest is taken in my growth. They recognize not only my current achievements — they recognize my possibility and give me opportunities to realize my potential.

Finch Grace

Product Marketing Manager

How do you empower your team to be more creative?

My team challenges the cadences set out for them in our weekly 1:1s and team meetings. When a rep develops a new idea, they share it in an enablement session or another spotlight session. Being creative also powers careers at ActiveCampaign - the most creative, thoughtful reps happen to also be the ones crushing their quotas and getting promoted.

Dathan

Senior Manager, Business Development

How has your career grown since starting at the company?

My day-to-day life at work as DEI Program Manager is full of exciting projects. I work closely with our ERG leaders to create impactful experiences, and my team works to reimagine DEI at our company. At the end of the day, my projects enhance the employee experience. And the best part of it all? I'm tackling challenging problems with my colleagues.

Avy

DEI Program Manager
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