Sr. Manager, Customer Support
Here at Gabb, we are passionate and dedicated to our mission: protecting kids, connecting families, encouraging life beyond the screen, and empowering parents. Staying true to our mission, Gabb is equipping families with products that keep kids safe while still connecting them to friends and family. We stay innovative with new releases such as our Gabb Phone 3 Pro, and refreshed favorites like the Gabb Watch 3. This results in freeing up time to experience the world in a positive way.
Do you remember your younger years when you played outside until dusk and lost track of time? Maybe you remember dialup internet and your siblings running through the family computer room. We are past simpler times, but we still believe kids deserve to be kids and through safe tech they can be. Come join our mission and help us grow the industry of safe tech for kids and grow the Gabb brand!
What You’ll Do
As the Senior Manager of Customer Support Operations at Gabb, you will be responsible for overseeing the day-to-day operations of our superb customer support department. This department consists of our core support, product support, customer retention, quality assurance, and social media support teams.
The ideal candidate should have a strong background in customer support management, have a strategic mindset, and a proven history of delivering operational performance. As the Senior Manager, you will…
- Lead and manage a team of talented managers overseeing the various teams within the customer support department providing guidance, mentorship, and performance coaching
- Foster and drive a positive and collaborative team culture that values customer satisfaction, growth, and continuous improvement that is felt from management to frontline agents
- Work closely with the Director of Customer Support Operations to design, implement, and continuously improve customer support processes to ensure efficiency, effectiveness, and high-quality service delivery
- Monitor and analyze key performance metrics to identify trends, areas for improvement, and opportunities to enhance operational performance
- Utilize data-driven methodologies to inform decision-making processes and drive strategic initiatives.
- Collaborate with cross-functional teams to create and launch training programs to enhance the skills and knowledge of customer support agents to ensure high quality customer experience
- Identify different products, services, and resources available that will improve user experience, agent experience, and work cross-functionally to drive organizational impact to implement new tools
What You’ll Need
- 4+ years of experience in customer support leadership within contact centers
- 2+ years of experience in a start-up environment preferred
- Past experience working in a direct to consumer company, communicating directly with customers
- Excellent leadership skills and past experience leading large teams and departments
- Working knowledge of support areas: CRMs, Help Center/Knowledge Base, CSAT, SLA’s, KPI’s/OKRs
Gabb is an equal opportunity employer and is committed to providing a work environment that is free from discrimination of all types. We celebrate diversity and are dedicated to fostering an inclusive environment for all. All applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.