Support and Enablement Manager

About You
You've worked in Customer Support at a B2B SaaS company directly supporting clients and handling inbound customer requests. Your previous companies had complex products with features and enhancements being released on a frequent basis. You may have previously served as a Customer Support Manager. You directly managed inbound customer requests and ensured their overall client experience was positive and impactful. You've worked with enterprise clients and have experience relating to multiple personas.
Things About You

• You are a natural problem solver; taking on challenges directly and ensuring clients are happy in the end
• You are organized and data-driven; always aware of what's next on your list and the main priorities for the day
• You enjoy learning new things and digging into the details on technology and software applications
• You know that customer support is an important part of a business strategy and are ready to collaborate across teams to help us get to our goals

About the Role
As the Support and Enablement Manager, you will serve as the lead of the Support and Enablement team and are responsible for handling all support responsibilities for Cove's suite of products. You will ensure the team oversees support tickets that come in through email and other possible channels and make sure they are handled in a timely manner. In addition, you will be responsible for ensuring any high priority issues that are customer-impacting and ensuring they are resolved by the team and other needed team member(s) within our SLA requirements. Your ability to ensure Cove provides every customer with world-class support experience will be the key to your success, which should result in a high external-facing Customer Satisfaction score.
Additionally, the Support and Enablement Manager will be responsible for ensuring the Support team tracks important client metrics as they relate to Customer Support. You and the team will be expected to monitor support metrics on a regular basis and proactively identify issues that need escalation or immediate resolution.
Key Responsibilities

• Manage the core responsibilities of the Customer Support team, including resolution of support requests, measuring key support metrics, and handling of high-Priority issues in a timely manner
• Define and execute a world-class customer support experience for users and ensure the entire team delivers this experience to all customers
• Monitor all open tickets and communicate with team members when applicable
• Ensure responsive support to clients, either during normal business hours or after normal business hours (when scheduled)
• Communicate and work with departments regarding support issues until a resolution is reached
• Consistently monitor support metrics and mitigate risks as they appear
• Partner with Engineering on customer-requested integration projects to ensure timely and accurate development, implementation, and communication throughout the entire project lifecycle
• Proactively find ways to improve user experience/user adoption/overall customer satisfaction

Qualifications

• 4+ years of experience in SaaS customer support
• Experience with complex SaaS products used by multiple personas
• Project management skills and past experience managing complex projects
• Excellent verbal and written communication skills
• Excellent customer service skills
• Problem-solving aptitude
• Must be service-oriented and enjoy working with both individuals and teams

Salary Range: $70,000 - $90,000
About Cove
Cove is a leading provider of software solutions to owners and operators across all asset classes of commercial real estate. We are redefining proptech by consolidating previously-disconnected functionality and replacing legacy systems in buildings across the country, including Willis Tower - the largest multi-tenant building in North America. Our team works closely with property managers, landlords, engineers, and tenants to simplify their real estate experience and add value to their assets.
Backed by strategic investors (including Blackstone), Cove is a fast-growing startup entering a new phase of growth and we're looking for the brightest professionals across Saas, commercial real estate, and client engagement to join us.