Customer Support Manager

As a Customer Support Manager at Runwise, you will undertake various responsibilities, including answering live support calls, troubleshooting customer-reported issues, and monitoring heating systems remotely. You'll be responsible for making real-time settings adjustments to optimize energy efficiency and tenant comfort. Your role will also involve conducting remote quality checks after installations, ensuring that our service standards are consistently met.

To qualify for the Customer Support Manager role at Runwise, you should have 1-2 years of direct customer management experience, preferably in service jobs, customer support, account management, or sales. Exceptional social and communication skills are a must, along with a passion for energy efficiency and real estate. Additionally, you should be a problem solver who can adapt to fast-paced environments.

The Customer Support Manager at Runwise is expected to work from 11:00 AM to 7:30 PM EST. This schedule is essential for meeting the diverse needs of our customers and providing the high-quality support they require throughout the day and evening.

When you join Runwise as a Customer Support Manager, you'll enjoy a comprehensive benefits package that includes medical, dental, and vision insurance, flexible PTO, paid parental leave, 401K plans, commuter benefits, and more. We also foster a supportive work environment with perks like free in-office lunches, summer Fridays, and a focus on employee development through monthly learning series.

As a Customer Support Manager at Runwise, you play a vital role in reducing carbon emissions by helping clients effectively manage and optimize their heating systems. By providing excellent customer support and troubleshooting solutions, you enable property owners and managers to meet their energy reduction goals, ultimately contributing to a greener, more sustainable future.

When answering this question, consider showcasing your problem-solving skills and how you empathized with the customer. Discuss the steps you took to understand their concerns, the solution you provided, and how that transformed their experience, re-establishing trust and satisfaction.

It's important to demonstrate your ability to remain calm under pressure. Discuss specific techniques you use to prioritize tasks, such as creating to-do lists, maintaining clear communication with your team, or employing time management strategies that help you stay focused and effective even during the busiest times.

Be prepared to mention any CRM systems, ticketing software, or communication platforms you’ve utilized. Explain how these tools helped you streamline your workflow and improve customer interactions, emphasizing your adaptability to different technologies.

Effective communication is key in customer support. Describe your approach to actively listen, clarify customers’ needs, and summarize solutions in an easy-to-understand manner. Emphasize that you seek feedback to ensure they fully comprehend the information shared.

Tailor your response to reflect your passion for energy efficiency and customer service. Mention how Runwise’s mission resonates with your values and how eager you are to contribute to making a tangible difference in reducing carbon emissions through exceptional customer support.

Discuss the importance of empathy, regular follow-ups, and proactive communication in building lasting relationships. Share examples of how you've successfully cultivated trust and rapport with clients in your previous roles and how you plan to implement similar strategies at Runwise.

In such situations, acknowledge your initial knowledge limitation and express your commitment to finding a solution. Highlight the steps you would take, such as collaborating with team experts, researching, and leveraging resources to address the technical issue effectively.

Emphasize your organizational skills by describing how you evaluate urgency and importance when tasks arise. You could mention using prioritization techniques like the Eisenhower Matrix or setting deadlines to remain effective in a fast-paced environment, ensuring all customer needs are met.

Share your belief in the importance of empathy and active listening as pivotal qualities for a Customer Support Manager. Explain how understanding customer emotions and feedback can lead to improved service and customer satisfaction, creating a positive experience.

Describe your commitment to professional development through avenues like attending industry conferences, participating in online forums, and following relevant blogs. Showcase how staying informed helps you better serve customers and provide valuable insights into best practices.