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Manager, Customer Support

The primary responsibility of the Manager, Customer Support will be to help build and maintain a client-facing team that will onboard, train, and support a growing network of trade vendors using Lessen’s new field-management solution, Lessen Pro.   The candidate and their team will grow and maintain strong relationships with our users, ensuring their satisfaction and driving growth through cross-selling and upselling additional services. The position will play a pivotal role in training vendors, providing support, and delivering exceptional client-facing service. The position reports to the Senior Director, Growth Initiatives.


What You'll Do:

SaaS Implementation and Service 
  • Software Implementation: Help lead the execution of the overall strategy for Lessen’s Vendor SaaS offering.  
  • Land and Expand: Assist in identification of opportunities to become the leader in this space and ensure revenue growth 
  • Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and setting the stage for long-term success. 
  • Solutions Management: Work closely with clients and vendors to understand their pain points and product growth opportunities 

Relationship Management 
  • Client Relationship Management: Develop and maintain strong relationships with clients, ensuring their needs are met and they are satisfied with our services. 
  • Training and Support: Train vendors on our SaaS platform and provide ongoing support to ensure they can effectively use our tools. 
  • Cross-Selling and Upselling: Identify opportunities to cross-sell and upsell additional services to existing clients, driving revenue growth. 
  • Service Excellence: Deliver exceptional client service, addressing any issues promptly and effectively. 


Compensation:
  • $75,000 - 90,000.00 annually
Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location. 


What You'll Need:

Professional Skills
  • We would expect these professional skills from an individual fully established in this role.
Customer Service / Relationships
  • o   Able to proactively engage with customers in a way that develops positive attitudes about Lessen and its services. Able to resolve customer escalations and coach others on handling customer interactions.
Verbal Communication 
  • o  Able to present information in an engaging way to small internal or external audiences. Able to adapt presentation style—facilitation, discussion, or consultation—to appropriately fit each occasion or audience and can add value to others through coaching.
Written Communication
  • o Able to write concise, coherent, and effective communications such as minor reports, emails, and responses to customer inquiries.
Teamwork
  • o   Able to bring out the best in each team member to achieve goals and inspire a positive team spirit. Able to lead through example and apply team best practices.

Role Specific Skills
  • Computer Skills: Proficient in: Microsoft Word, Excel, PowerPoint, Outlook
  • System Experience: (Salesforce)

People Management Skills
Manager
  • Proficient in all people management processes, including recruitment, performance management and reward
  • Proficient in building, growing and developing a team; including department structure design and resourcing
  • Proficient in coaching and developing individual team members to reach their potential
  • Proficient in engaging a team through communication, processes, personal impact and influence]

Qualifications
  • Experience: Minimum of 5 years of experience in client success, account management in a SaaS product in the real estate/construction verticals.
  • Skills: Excellent client-facing and relationship management skills, strong communication and interpersonal skills, and the ability to build and maintain relationships.
  • Management Experience: Minimum 5 years of experience managing a team of client success representatives, preferably in a SaaS product in the real estate/construction verticals.
  • Technical Proficiency: Familiarity with SaaS platforms and the residential repairs and maintenance industry.




  • #IND1
  • Keywords - vendor, trade, facilities, facility management, property management, construction, HVAC, electrical, plumbing, SaaS


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Average salary estimate

$82500 / YEARLY (est.)
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$75000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Manager, Customer Support, Lessen

If you're passionate about customer support and enjoy leading teams to success, then the role of Manager, Customer Support at Lessen in Chicago, IL could be your perfect match. In this dynamic position, you'll be at the forefront of building and nurturing a top-notch client-facing team dedicated to supporting a diverse network of trade vendors with Lessen’s innovative field-management solution, Lessen Pro. You'll spearhead the onboarding and training of these vendors, ensuring they feel confident and well-equipped to use our platform. Your daily tasks will revolve around developing strong relationships with our users, offering support, and identifying opportunities to cross-sell and upsell additional services to drive growth. At Lessen, we believe that exceptional client service is the backbone of our success, and you will play a crucial role in maintaining high standards. Working closely with clients, you'll manage the onboarding process, delve into their unique concerns, and work alongside your team to provide solutions that elevate their experience. We’re looking for a proactive leader who is ready to engage with customers and inspire their team to excel. You'll report to the Senior Director of Growth Initiatives and take pride in ensuring customer satisfaction while supporting revenue growth. With a competitive salary between $75,000 and $90,000, plus opportunities for professional development, this position could be your next career highlight.

Frequently Asked Questions (FAQs) for Manager, Customer Support Role at Lessen
What are the key responsibilities of the Manager, Customer Support at Lessen?

The Manager, Customer Support at Lessen is crucial for leading a client-facing team to onboard, train, and support trade vendors using Lessen Pro. Key responsibilities include overseeing the onboarding process, fostering strong client relationships, and driving growth through cross-selling and upselling services. Additionally, you'll be responsible for ensuring effective solutions management and delivering exceptional client service.

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What qualifications are necessary for the Manager, Customer Support role at Lessen?

To be considered for the Manager, Customer Support role at Lessen, you need a minimum of 5 years of experience in client success or account management within a SaaS environment, particularly in the real estate or construction sectors. Strong communication and relationship management skills are essential, along with experience in team management. Familiarity with SaaS platforms and the residential repairs industry is also preferred.

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How does Lessen support the growth and development of the Manager, Customer Support?

Lessen is committed to the growth and development of its team members, including the Manager, Customer Support. The company offers professional development opportunities, mentoring from senior leadership, and encourages an environment of continuous learning. You will be supported in your efforts to lead and inspire your team while gaining valuable experience in SaaS implementation and client relationship management.

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What skills are essential for success in the Manager, Customer Support position at Lessen?

Successful candidates for the Manager, Customer Support position at Lessen will possess excellent client-facing and relationship management skills, strong verbal and written communication abilities, and exceptional teamwork capabilities. Proficiency in Microsoft Office Suite and familiarity with Salesforce are also crucial, as these tools will help you manage client interactions and team effectiveness.

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What is the salary range for the Manager, Customer Support position at Lessen?

The salary range for the Manager, Customer Support position at Lessen is between $75,000 and $90,000 annually. Pay is determined based on several factors, including qualifications, skills, competencies, and work location, ensuring a fair and competitive compensation package.

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Common Interview Questions for Manager, Customer Support
What strategies will you implement to improve customer satisfaction?

To improve customer satisfaction, I would focus on understanding the needs of clients through regular feedback and assessing their usage of our platform. By implementing a structured approach to client onboarding and ensuring ongoing support, I can create a proactive environment where we anticipate issues before they arise, enhancing their overall experience.

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How would you handle an escalated customer complaint?

In the event of an escalated customer complaint, I would first listen attentively to understand the issue fully and empathize with the customer's situation. I would then take immediate action to resolve their concern, keeping them informed throughout the process and following up to ensure satisfaction, demonstrating that their feedback is valued.

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Can you describe your experience in managing a team?

I have over five years of experience managing teams in client success roles, focusing on recruiting, performance management, and skill development. I prioritize open communication and fostering collaboration, ensuring that each team member feels supported in their roles and empowered to contribute to our shared goals.

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What metrics do you track to measure the success of customer support initiatives?

Key metrics I track include customer satisfaction scores, Net Promoter Scores (NPS), response and resolution times, and user engagement levels with our SaaS platform. These metrics help identify areas for improvement and guide our strategies in delivering effective support.

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How would you identify opportunities for cross-selling and upselling?

I would identify cross-selling and upselling opportunities by analyzing customer usage data and actively engaging in conversations with clients to understand their evolving needs. By fostering strong relationships, I can proactively suggest additional services that can enhance their experience and drive mutual growth.

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What role do you believe training plays in customer support?

Training plays a vital role in customer support, as it equips both team members and clients with the knowledge and skills necessary to utilize our products effectively. Well-trained staff are more confident and capable of resolving issues, and clients who understand the full depth of our services can maximize their value.

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Describe a time when you successfully improved a process within your team.

In a previous role, I identified inefficiencies in our onboarding process that extended lead times. By streamlining our training content and implementing a feedback loop from new clients, we reduced onboarding time by 30% and significantly improved initial customer satisfaction.

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How do you approach developing a positive team culture?

Developing a positive team culture involves encouraging open communication, recognizing achievements, and promoting a supportive environment where team members feel valued. I like to implement team-building activities and regular check-ins to maintain morale and foster strong working relationships.

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What do you consider the most challenging aspect of the Manager, Customer Support role?

The most challenging aspect of the Manager, Customer Support role is navigating diverse client needs and ensuring all team members are aligned in addressing these effectively. To tackle this, I prioritize clear communication and training to equip the team with the tools to adapt to various scenarios.

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How would you ensure effective communication with clients?

Effective communication with clients hinges on clarity, consistency, and responsiveness. I would establish regular check-ins, utilize clear documentation, and leverage various communication channels to ensure clients feel informed and engaged throughout their experience with our products.

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At Lessen, we are on a mission to help service professionals “lessen” the burden of doing great work and property owners “lessen” the burden of servicing their properties. We are building a world-class technology platform that is fundamentally cha...

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Full-time, on-site
DATE POSTED
March 13, 2025

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