Manager, Customer Support

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.