Manager, Technical Support (West Coast) at Kustomer

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Technical Support ManagerAbout Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. A customer-centric solution, Kustomer helps brands increase satisfaction and loyalty by empowering agents to engage customers in personalized, efficient, and effortless conversations. Today, Kustomer is the core platform of some of the leading customer service brands like Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away, UNTUCKit. 

Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised $173.5M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the RoleOur team is looking for a Technical Support Manager to guide our Krew of technical support engineers to meet the rapid growth of our platform.You'll be responsible for:
  • Managing, mentoring, and recruiting for our Technical Support team. Our team works tirelessly each day to support our customer base of forward-thinking CX professionals.
  • Follow up with customers to gauge their satisfaction with technical problem resolution; identifying support problem areas (i.e., negative trends) and, if warranted, implementing corrective actions.
  • Setting clear objectives, evaluating progress and instilling a high-performance culture with a focus on teamwork, service excellence and ownership for resolving customer issues
  • Creating, managing and improving standards and procedures within the team
  • Ensuring working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
  • Managing the team and individual performance, technical and skills development
  • Encouraging open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together; empowering the team to perform at their highest level
  • Reviewing daily workloads and taking appropriate action to ensure our SLAs are met
  • Keeping up to date on new product features and providing input and tactical direction to the business on customer service and support challenges by partnering with product management
  • Assisting on-call support staff with urgent issues they cannot resolve on their own, which may require evenings and weekends availability.
  • Creating and maintaining all documentation and procedures relating to Support.
  • Recognizing and identifying opportunities for continuous improvement and proactively proposing and implementing these solutions.

Your qualities:

  • You build relationships easily, and enjoy contributing and developing initiatives that aid in technical support
  • You have 2-3+ years of experience in a similar role as a manager; experience with SaaS companies and startups a plus.
  • You have a demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, but this does not mean you need to be a software engineer.
  • You have experience defining metrics and demonstrating value for customers
  • You possess a strong foundation in customer management solutions
  • You have excellent written and verbal communication skills, and a demonstrated ability to interact successfully with others to convey complicated material.
  • You can quickly absorb and retain technical information. This position requires an advanced knowledge of our system approaching engineering support.
  • You enjoy leading by example, mentoring, and inspiring others to do their best work while driving individual and team accountability.
  • You are a self-motivated team player and coach that can follow and lead as situations dictate.
  • You can empathize with customers in a genuine way that shows you care about their issues.
  • You can make decisions under pressure and solve problems accurately and quickly
  • You are able to build new processes or programs to help scale the team while providing excellent service.
  • You have a “customer first” attitude and a strong sense of ownership and determination to get things done.
  • You welcome constructive criticism and feedback from internal and external customers.
  • You are a creative problem solver and can think outside the box to get things done.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

VP, People

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
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