Manager, Customer Support

As the Manager, Customer Support at Guideline, your primary responsibilities will revolve around leading and developing a team of Participant Support Specialists. You'll set clear performance goals, monitor key client metrics like CSAT and Time to Resolution, and manage customer escalations. Additionally, you will collaborate with cross-functional teams to enhance processes and drive improvements in the customer experience.

To be considered for the Manager, Customer Support position at Guideline, applicants should possess a minimum of 5 years of experience in a client-facing role, preferably within the SaaS or Fintech industry. You should also have at least 2 years of experience managing high-performing teams, proficiency in CRM tools like Salesforce or Zendesk, and a relevant Bachelor’s degree.

The Customer Success department at Guideline consists of a dedicated team focused on ensuring a positive user experience for participants and customers. As the Manager, Customer Support, you will directly manage Participant Support Specialists, emphasizing coaching and professional development. This high-energy team collaborates closely with other departments, driving customer satisfaction and loyalty.

Success in the Manager, Customer Support role at Guideline is evaluated through various key performance indicators (KPIs) such as customer satisfaction (CSAT), time to resolution, and time to first response. Continuously identifying opportunities for improvement in these areas, while effectively managing escalations, will be crucial to your success within the team.

Guideline fosters a culture centered on teamwork, innovation, and employee development. As a Manager in Customer Support, you will find a collaborative environment that values transparency and encourages your input in strategy development to improve customer experiences. The company is committed to a flexible, supportive work environment, particularly for those in the Customer Success department.

When prioritizing customer issues, I focus on the impact and urgency of each situation. I categorize issues based on their severity and the number of customers affected, addressing critical problems first while ensuring that the team has a clear escalation process for less urgent concerns.

To motivate my support team, I often implement recognition programs that celebrate achievements and milestones. Additionally, I encourage open communication, regular feedback sessions, and one-on-one coaching to help team members develop their skills and feel valued within the organization.

Certainly! In a previous role, I initiated a project to streamline our ticketing process, analyzing data to identify bottlenecks. By implementing changes based on our findings, we reduced response time by 30% and significantly improved customer satisfaction scores.

In handling difficult client escalations, I emphasize active listening to understand the customer's concerns fully. I remain calm and assure them that I am there to help. By acknowledging the issue and working collaboratively with them toward a solution, I can often turn a negative experience into a positive outcome.

Data plays a crucial role in managing a customer support team. I utilize metrics such as CSAT scores and ticket resolution times to identify trends and areas for improvement. This data-driven approach enables me to make informed decisions that enhance team performance and customer satisfaction.

To ensure my team stays updated on product knowledge, I implement regular training sessions where we discuss product updates and any changes in processes. Additionally, I encourage team members to share insights and best practices during team meetings, fostering a culture of continuous learning.

I have extensive experience with various CRM tools such as Salesforce and Zendesk, which I've used to manage customer inquiries efficiently, track performance metrics, and analyze data to drive actionable insights for team improvement.

I believe in the power of cross-functional collaboration, which I've actively practiced in my previous roles. I regularly liaise with product, sales, and marketing teams to align on customer needs and provide insights that help enhance the overall customer experience.

I approach setting goals for my team by involving them in the process. Together, we define SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives that align with the company's vision, ensuring that everyone is motivated and understands their contribution to our success.

Maintaining work-life balance for my team is essential. I promote flexible scheduling and remind them of the importance of taking breaks and utilizing time off. Furthermore, I foster a supportive environment where employees feel comfortable discussing their workload and any issues they may face.