Manager, Technical Support (West Coast)

+80 more | Remote
Sorry, this job was removed at 6:31 p.m. (CST) on Friday, September 24, 2021
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • People Operations
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ElasticsearchDatabases
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • Big QueryAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • TrelloManagement
    • Github IssuesManagement
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of Kustomer

What are some social events your company does?

We've started a tradition we refer to as Kamp Kustomer - a yearly in-person retreat where we come together in fun locations like the Poconos to reconnect, build trust within our teams, and collaborate. It's a great chance to unwind from the daily routine and we always return with renewed energy and focus.

Catherine

Senior Technical Writer

What projects are you most excited about?

I am eager to work on the most complex use cases of our clients. These opportunities are where I can best demonstrate my skills and the power of the Kustomer platform. As a customer service-focused platform, Kustomer offers endless possibilities, and it’s rewarding to see the memorable customer service experiences our clients are able to create.

Megied

Solutions Engineering

What are some things you learned at the company?

Something that I’ve learned during my time at Kustomer is the power of embracing your team’s knowledge. As professionals in the workforce, we’re often pushed into thinking that we need to know everything and work in a silo. Everyone at Kustomer embraces collaboration and supporting each other through their projects. It’s very special in that way.

Lauren

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Kustomer's new path forward brings generative AI advancements to the platform. Generative AI's new approach to building personalized context in our features leverages inputs and outputs within our data. A core tenet of ours is building these features in a responsible and ethical way by respecting privacy and security principles above all else.

Patrick

Software Engineering Manager

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 50+ people to Kustomer in 2023! 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

Chief People Officer/ Chief of Staff to the CEO

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
OKR operational model
Pair programming
Remote work program
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 insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Some of our Go-To-Market roles include a bonus program
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Kustomer hosts a holiday company outing annually.
Company-sponsored 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
Promote from within

More Jobs at Kustomer

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about KustomerFind similar jobs like this