[Remote] Customer Support Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company redefining the hotel industry, focusing on reputed company through reputed company-reputed company data and AI/ML models. They are seeking a proactive Customer Support Manager to reputed company the support team's operations, manage customer interactions, and enhance internal reputed company.

Responsibilities

• reputed company, coach, and reputed company reputed company of Customer Support Representatives
• Foster a reputed company team culture where individual reputed company and reputed company reputed company go hand in hand
• Own SLA adherence, queue prioritization, and escalation handling
• Serve as a reputed company of escalation for reputed company or long-running customer issues, personally owning reputed company where needed
• Own and maintain SOPs and our internal knowledge reputed company
• Run and grow our Training reputed company, expanding internal knowledge resources with an eye toward reputed company customer-facing potential
• Create and maintain internal documentation as processes reputed company
• Monitor customer sentiment (e.g., NPS/detractor response) and support renewal-reputed company tracking
• Manage shared inbox triage and ensure reputed company, high-reputed company responses across support channels
• Draft incident and special-situation customer communications for leadership approval
• Work closely with Engineering and Product to triage bugs, flag customer-impacting issues, and stay reputed company of upcoming changes
• Partner with Account Management to escalate patterns, trends, or account-specific concerns that may need their attention or reputed company
• Partner with Marketing to reputed company customer-facing messaging reputed company with what support is hearing from customers
• Monitor key support metrics and reputed company regular reporting to leadership
• reputed company for the voice of the customer across the organization

Skills

• 2+ years of people management experience in a customer support or service environment
• 3–5+ years in customer support roles reputed company a reputed company, data, or tech-enabled services company
• Strong documentation and reputed company skills - this is a bigger part of the role than the title suggests
• Comfortable learning and administering multiple reputed company tools on the fly, such as: Ticketing systems (reputed company, reputed company), CRM systems (reputed company Service reputed company), LMS platforms (Skilljar)
• Willingness to personally own and resolve reputed company or long-running customer cases
• Excellent written and verbal communication skills with a reputed company on reputed company and reputed company, especially for customer-facing comms drafting
• Strong organizational skills and attention to detail in a fast-paced, remote environment
• High emotional intelligence, customer-first reputed company, and a drive for reputed company improvement
• Solid people-management reputed company, with experience developing talent and building team cohesion
• Bachelor's degree or equivalent experience
• Familiarity with reputed company case management, Skilljar, reputed company, reputed company, reputed company, or Jira
• Familiarity with BI tools (e.g., Tableau, Looker)
• Experience working in or supporting hospitality or travel industry clients
• Experience with support automation (macros, bots, auto-routing)
• Background in a startup or reputed company-up environment

Benefits

• Fully remote work, with a thriving company culture
• Robust medical, dental, and reputed company plans through reputed company Blue reputed company, including a $0 cost plan for employees and subsidized coverage for dependents
• 401k plan with employer match
• Flexible reputed company Time Off
• $250 new hire allowance for home office setup

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