Customer Support Manager, Enterprise Support

Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.
Upwork's Customer Support Team aims to deliver rapid, expert solutions to customer issues both 1:1 and at scale. We look to drive efficiencies through delightful, digital-first experiences while guiding and influencing the customer journey in a manner that fosters loyalty and trust.
As the CS Manager of Enterprise Support for the Enterprise Support team, you'll be responsible for strategically driving programs and operations processes/policies that support the growth and performance of the team, while providing high-value treatment to Enterprise clients. You will work to develop performance management programs that encourage continual growth and strengthen team efficiencies. You'll identify and implement process improvements across the team and make Customer Service policy recommendations that align with the strategic direction of the company and/or provide better service to our customers. You will be responsible for building strong relationships with our Enterprise customers and internal sales partners to drive growth and retention.
This is an excellent opportunity to leverage key customer touch points with our highest-value customer base to impact company goals while creating a skilled, unified Enterprise Customer Service team through effective communication, team building, motivation, and recognition.
Your Responsibilities:

• You will also participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details.
• Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.
• Lead a distributed team consisting of front-line agents, senior agents, and a team lead as they support high-value clients utilizing the Upwork Enterprise platform, and guide them in day-to-day operations. Create tools that enable your team to scale, maximize their effectiveness, and measure and improve their success.
• Implement production, productivity, quality, and customer-service standards.
• Contribute to overall team strategy and prioritization in delivering positive customer and business outcomes. Advocate for the customer and own outcomes to influence the journey and organizational growth.
• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results.
• Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.
• Keep abreast of industry trends and best practices in customer support and share insights with the team.
• Analyzes and presents data around user engagement, user configuration, system settings and suboptimal revenue management trends to identify opportunities to improve system usage.
• Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
• Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.
• Create, organize, and communicate strategies 3-6 months ahead. Partner with global peers in aligning the strategies and work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies
• Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.
• Partner closely with Product, Analytics, Sales, Engineering, and Systems leaders to foster an intuitive customer experience that enables both self-service and access to agent assistance. Identify customer problems and collaborate to create timely, innovative solutions that use the best combination of product and programs.
• You will coordinate root-cause analysis and fixes for complex issues and customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to Upwork. Creating a wide and loyal customer base to the Upwork product and brand.
• Assisting your team in negotiating customer priorities and setting expectations.
• Instill a sense of urgency within the team to quickly resolve customer issues and work with the product and engineering teams to inform product improvements.
• Working with your team to ensure service levels, support quality, and customer satisfaction targets while being a key driver for product improvement, application performance and corporate change.
• You will be essential in guaranteeing customer satisfaction, product quality, and ongoing customer success within Upwork.

What it takes to catch our eye:

• 3+ Years Support Experience: You have solid customer experience in a variety of roles, with technical acumen. You have well-established experience in the support of Enterprise customers, including working with C-Suite personnel, and thrive in challenging, fast paced environments.
• People Skills: You have the ability to work collaboratively with cross-functional teams. You have excellent relationship-building and communication skills, with solid experience in driving customer success and retention for top-tier accounts.
• 2+ Years Analytical Experiences: You have successfully executed projects using research and analysis. You find joy in solving problems and are passionate when it comes to data driven decisioning. You possess the ability to analyze data and draw insights that inform customer support strategy.
• 5+ Years Leadership Experience: You have successfully led distributed teams, are customer centric, influential, and understand how to engage productively with leaders and team members at all levels.

The annual base salary for this position in California and Washington ranges from $93,000 - $154,000. The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.
Come change how the world works.
At Upwork, you'll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also hire full-time employees in 19 states in the United States.
Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. And oh yeah, we've also got amazing benefits - including medical insurance for you and your family, unlimited PTO, 401(k) with matching, 12 weeks of paid parental leave, and a generous Employee Stock Purchase Plan. Check out our Life at Upwork page to learn more about our benefits and the employee experience.
Check out our Careers page to learn more about the employee experience.
Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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