Customer Support Manager

As a Customer Support Manager at Found, your responsibilities include leading and developing a high-performing customer support team, managing daily operations, ensuring service delivery meets established KPIs, and continuously optimizing support processes. You'll also partner with cross-functional teams to enhance team workflows and act as the voice of the customer to improve product offerings.

To qualify for the Customer Support Manager role at Found, you should have 5-8 years of experience in customer support management, particularly in fast-paced environments. Strong problem-solving skills, excellent communication abilities, and analytical thinking are crucial. A background in SaaS or technology, as well as familiarity with customer support platforms, is also preferred.

Found offers a dynamic remote work environment that promotes flexibility and collaboration. As the Customer Support Manager, you will be part of a passionate team that values customer-first approaches and supports professional growth through coaching and training.

At Found, we prioritize continuous improvement by tracking team performance against service-level agreements and key performance indicators. The Customer Support Manager will be responsible for identifying opportunities to optimize processes and drive customer-centric innovations, ensuring our support operations evolve with our growing business.

A Customer Support Manager at Found can look forward to a range of career advancement opportunities, including leadership roles within the customer success organization, cross-functional collaboration with other departments, and the chance to help shape the evolution of customer support as the company grows.

In such situations, it’s crucial to remain calm and listen actively to the customer’s concerns. Acknowledge their feelings and take ownership of the issue. It’s also important to provide them with potential solutions and follow up to ensure their satisfaction, demonstrating your commitment to customer care.

My leadership style is collaborative and empowering. I believe in fostering a supportive environment where team members can share ideas and take initiative. Regular feedback and recognition are key components of my approach, which helps to build a cohesive team focused on high performance.

Key metrics include customer satisfaction scores (CSAT), Net Promoter Score (NPS), first response time, ticket resolution time, and retention rates. Monitoring these metrics helps to gauge the effectiveness of support operations and identify areas for improvement.

I keep the team motivated by setting clear goals, celebrating their successes, and providing continuous development opportunities. I also encourage open communication and empower team members to take ownership of their work, creating a sense of pride and accountability.

In my last role, I identified a bottleneck in the ticket resolution process. By introducing a tiered support system and creating a knowledge base, we not only reduced response times by 30% but also increased overall customer satisfaction.

I have experience with several customer support platforms, such as Zendesk and Freshdesk, and CRM tools. Using these platforms effectively helps streamline communication and ensures that customer interactions are tracked and analyzed for continuous improvement.

In high-pressure situations, I stay composed and focused on problem-solving. I prioritize tasks based on urgency and communicate transparently with my team and customers, ensuring everyone is kept in the loop and knows that their concerns are being addressed.

Data is crucial for informed decision-making. I leverage analytics to track team performance, identify trends in customer inquiries, and determine areas needing improvement. This data-driven approach ensures we are continuously enhancing our operations and strategic initiatives.

The ideal customer support experience is one where issues are resolved efficiently and effectively. This includes timely responses, clear communication, and a personal approach that makes customers feel valued and understood throughout their interaction.

I am drawn to Found's mission and values, particularly its focus on improving the healthcare experience for individuals. I believe my experience in customer support management aligns perfectly with the goals at Found, and I am excited about the opportunity to lead a team that truly makes a positive impact on people's lives.