Manager of Customer Support
Homebot
- Denver, CO
- Permanent
- Full-time
- Get to know your team of top notch front-line customer support specialists, including technical support specialists
- Start to build relationships with cross-functional leaders
- Get familiar with tools and processes associated with the team, isolate gaps and areas to improve upon within the next several months
- Learn about the Homebot platform and the mortgage industry
- Manage, triage & escalate incidents and service requests assigned to team
- Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction
- Manage the day-to-day activities of the Customer Support Team, assigning projects and tickets based on strengths, and providing guidance and direction as necessary
- Track and report on KPIs assigned to and handled by the Support Team, summarize to leadership in ad-hoc, weekly, monthly reporting
- Have meaningful conversations with direct reports around career development, create and coach towards pathways for growth
- Document events, problems and their resolution in an accessible company system, help determine root cause of issues and communicate appropriately to internal and external stakeholders
- Guide team through technical customer troubleshooting through the browser and other tools
- Take on ownership of support tools, review SLAs and determine if changes need to be made
- Implement customer support processes to enhance customer satisfaction
- Act as a liaison to Product, Customer Success, Sales and other internal teams to provide the voice of the customer
- Evaluate technology and application needs / requirements to help team operate more efficiently while providing a premium customer experience
- Manage vendor relationships with key partners, and internal and external service providers
- Stay up to date with current technology by attending conferences, webinars and subscribing to relevant content
- Manage the employee lifecycle including hiring, coaching, giving feedback and offboarding
- This role will report to the Director of Customer Success & Support
- You will work closely with Customer Success, Sales, Customer Education, Marketing and Product
- You will manage a team of 6 customer support specialists and be a part of 20 Homebotters on the CX team
- Your team is within the growth team, which rolls up to the CRO
- 3+ years of demonstrated experience managing a team of front-line support reps at a SaaS company
- 5+ years of experience in a customer facing role, ideally some start-up experience and is not afraid to get scrappy
- Passionate about people and developing their skill sets, coaching them toward their career goals
- Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity
- High emotional intelligence; lead with empathy, servant leadership style
- Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally
- Customer-oriented and calm in the face of challenge
- Strong verbal and written communication skills, can convey a message clearly and succinctly
- Experience administering a customer support tool like Intercom, Zendesk, etc, and has set up workflows, SLAs, reporting in such tools
- Experience with different support channels like email, chat, phone, SMS
- Strong familiarity with standard customer support metrics to evaluate team and individuals (eg. CSAT, NPS, first response time, resolution time)
- Data-oriented; ability to analyze data, understand anomalies and dig deep to find the root causes
- Experience building a tiered support team, segmenting customers to align with company priorities, and has built differentiating protocols based on customer needs / usage
- Natural problem-solver, with a solution-oriented mindset
- Familiar with interviewing and onboarding new employees
- Advanced understanding of how APIs work and can assess level of understanding of direct reports to help quickly fill gaps
- You are familiar with Real Estate and/or Mortgage Lending and the different stakeholders involved with homeownership
- Experience working in a B2B2C business model
- Has set up AI within a support team and has optimized processes based on AI performance / data
- We are Humbly Hungry
- We are Courageously Authentic
- We Challenge Limiting Beliefs
- We Keep our Eye on the Ball, Hand in the Dirt
- and we do all of this TOGETHER, as a team, and we have fun doing it!
- Medical (Aetna) / Dental (Aetna) / Vision (VSP)
- Homebot covers 99% for the employee and 50% for dependents
- 401(k) match
- Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
- Flexible Vacation Policy - we believe in taking care of yourself & rewarding team members so we offer a flexible time off policy!
- 6 days of Sick/Mental Health time
- Paid Parental Leave - 12 Weeks!
- Hybrid Working Model - Blend Work From Home and In-Office Days
- Budget for Home Office Setup
- Denver EcoPass for light rail and bus system
- Office location in downtown Denver (modern, spacious 4-story with top floor deck ⛰)
- Weekly catered lunches in-office on Thursdays
- Nitro cold brew, french press, and snacks (vegan, gluten-free and food allergy safe options available)
- Stocked beer/wine fridge
- Fun quarterly events like Rockies games, holiday parties, etc.
- Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?)
- We give back to the community (Habitat for Humanity, Giving Tree)
- Open work environment with sit/stand desks
- Financial Wellness Program
- Free Employee Assistance Program & Mental Health Coaches
- Educational Assistance Program
- Annual Training Budget for Professional Development