Senior Manager of Customer Support

We're looking for a people and process focused Senior Manager of Customer Support to help us deliver timely and delightful customer experiences at scale. You’ll be responsible for managing and growing a team of dedicated support specialists and will report to our Director of Customer Success. You’ll be collaborating across the sales, success, product, and marketing teams to bring proactive, at-scale support processes to our customers, and help deliver VIP customer experiences as we grow our customer base.

You’ll have the opportunity to shape the organization in meaningful ways and play a pivotal role in reducing customer churn, scaling our business and your team of rockstar employees.

• Lead the support team in delivering high quality support to our customers via chat and email
• Motivate, hire and develop a high-performing team that exceeds goals and drives business value
• Report on individual and team progress towards KPIs and develop strategies to consistently achieve KPIs
• Identify patterns in support interactions; then take appropriate action to address these patterns, quickly iterating based on your learnings in order to improve our processes and resources 
• Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment
• Collect customer feedback and advocate customer needs cross-departmentally.
• Exhibit empathy with our customer, including customer escalation conversations, and work to provide the best solutions aligned with Bonusly’s core values and train your team to do the same.
• Assess current processes with the goal of identifying and implementing efficiencies

• Have 5+ years of managing a global technical support teamat a SaaS company
• Have strong coaching and management skills with a passion for bringing out the best in your team
• Have an excellent understanding of support team best practices and technologies
• Are able to work in an ever evolving environment to collaborate across multiple levels to achieve cross-functional business objectives
• Are able to track trends and data to help improve customer success and identify areas of efficiency improvement
• Are curious and eager to question assumptions, and then take initiative to find creative solutions
• Strong working experience in designing and implementing functional/process oriented solutions and working with technical teams including some or all of the following systems (or similar): Intercom and Jira 
• Love to solve technical problems and have some technical familiarity. We don’t expect you to be a technical wiz, but hope you enjoy learning new technologies and diving into technical problems to find solutions.

• Salary range: $90,000-135,000
• Equity: 0.022% - 0.057%

Bonusly operates as a remote-first company within the United States. While we welcome applicants from across the country, we prioritize those residing in AZ, CA, CO, FL, MN, NY, NJ, OR, TN, TX, or UT to enhance our team-building and engagement efforts.

Beware of scam messages regarding fake positions here at Bonusly. We will always reach out via email with an official name@bonus.ly email address.