Customer Support Manager

Who We Are:

At Perry Weather, we're at the forefront of providing innovative weather safety solutions. Thousands of users trust our fast-growing weather safety platform across various industries, including school districts, cities, universities, golf courses, professional sports and more. Our cutting-edge software and connected hardware empower organizations to make rapid decisions when faced with weather disruptions, ensuring the safety of individuals and the smooth operation of activities/events.

About the Role:

As a Customer Support Manager, you will play an instrumental role in building Perry Weather’s customer support function. You will not only lead the development of new customer support processes and standards, but also manage customer relationships on a daily basis. Your role is vital in the success of the company as a whole as you will be a high-touch individual offering support & solutions for clients using Perry Weather software & hardware. The ideal candidate will have an unwavering commitment to customer satisfaction and the ability to maintain high standards under pressure. 

Responsibilities:

• Build and manage customer experience team supporting Tier 1 hardware & software customer issues
• Develop and implement customer support strategies aligned with company goals from the ground up
• Handle complex customer escalations and ensure timely resolution
• Establish and optimize support processes, policies, and best practices with a high-bar for customer experience 
• Create and maintain knowledge bases and support documentation
• Analyze support metrics and customer feedback to drive continuous improvement
• Collaborate with product and engineering teams to address customer issues
• Foster a culture of customer advocacy within the organization

If you're ready to take your career to new heights and be part of an exciting growth stage company that's making a real impact, apply now to join the Perry Weather team! We look forward to welcoming you aboard as we revolutionize weather safety solutions together.

• 3+ years of experience in customer support/customer experience roles in SaaS, ecommerce, or technology-related industries
• Excellent problem-solving and conflict resolution skills
• Proven ability to build and optimize support processes
• Experience with CRM and ticketing systems
• Strong analytical and data-driven decision-making skills
• Exceptional written and verbal communication abilities
• Bachelor's degree in Business, Communications, or related field

• Casual, flexible work environment located in the vibrant Dallas Oak Lawn District. As a note, our team is in office M-F! 
• Comprehensive benefits. We offer competitive health insurance plans, 401(k), and a suite of voluntary benefits.
• Engaging culture. Monthly all-hands, fun events like Fair Day, monthly lunch-and-learns, happy hours, and more.
• Grow with us. We’re growing rapidly, and yet we have a massive amount of work and opportunity ahead.
• Opportunities for professional growth as we continue to scale rapidly.