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Manager Of Customer Support

Company

Turvo Inc
Address , Remote
Employment type FULL_TIME
Salary $95,000 - $140,000 a year
Expires 2023-07-19
Posted at 11 months ago
Job Description
About Turvo
Turvo provides the world’s leading collaboration application designed specifically for the supply chain. Turvo connects people and organizations allowing shippers, logistics providers, and carriers to unite their supply chains, deliver outstanding customer experiences, collaborate in real-time, and accelerate growth. The technology unifies all systems, internal and external, providing one end-to-end solution to execute all operations and analytics while eliminating redundant manual tasks and automating business processes. Turvo customers include some of the world’s largest, Fortune 500 logistics service providers, shippers and freight brokers. Turvo is based in the San Francisco Bay Area with offices in Dallas, Texas, and Hyderabad, India. (www.turvo.com)

About the Role
The Manager of Customer Support’s primary responsibility is to manage the Support team of Tier 1 and Tier 2 Support Analysts who handle our technical support and escalations daily. You will collaborate cross-functionally to improve the overall customer experience with Turvo. You will manage and evolve our processes for supporting our internal and external stakeholders, mitigating risk, and resolving conflicts. The successful candidate will have both technical and managerial expertise. You are committed to operational excellence, leadership, and strategic thinking that will deliver the global standard in customer service.

This is a remote position based in the US. The successful candidate will work from home.

Responsibilities:

  • Effectively plan and manage team meetings;
  • Interview, hire, and onboard new employees;
  • Monitor and report metrics and Key Performance Indicators (KPIs) on the Support Team’s productivity;
  • Manage the Customer Support Center and Support team to ensure accurate, efficient, and timely management of customer inquiries, requirements, and complaints;
  • Manage and resolve escalated ticket and situations; Serve as an escalation point for high priority issues, and coordinate with cross-functional stakeholders and customers to drive resolution; Partner with Quality and Site Reliability Engineering to resolve escalated technical issues;
  • Conduct regular quality assurance reviews to ensure performance is meeting customer experience and quality targets;
  • Collaborate cross-functionally with Customer Success, Product, Engineering, and Sales leadership to maintain best in class practices for policies, processes, and metrics;
  • Oversee and approve the Support team's timesheets on a weekly basis;
  • Drive overall support readiness for new products and features;
  • Other duties as required.
  • Ensure our customers receive outstanding support and all their needs are met, and exceeded!
  • Establish best practices through the entire Customer Support process, maintaining Standard Operating Procedures (SOPs), and ensuring customers receive outstanding support and all their needs are met;
  • Plan and conduct periodic support reviews with key customers;
  • Elevate and motivate the Support team. Coach and train employees to ensure growth and development;
  • Ensure the team has a positive work environment, where team members understand expectations and are prepared to deliver on service targets;

Qualifications:

  • Willingness to travel to meet with team and customers.
  • Experienced and proficient in Zendesk;
  • Able to analyze and resolve complex problems, flexible to adjust on the fly to new demands, and have a good sense of urgency;
  • 5+ years of experience managing and growing remote & global teams;
  • Excellent interpersonal and customer service skills;
  • Bachelor’s degree in Business Administration, or a related field;
  • Demonstrated history of data-enabled decision making and prioritization;
  • Self-starter with a tenacious work style, and have experience working in fast-paced environments;
  • 10+ years of technical support experience, including experience with SaaS products;
  • Experienced with Atlassian products: Jira and Confluence;
We are an Equal Opportunity Employer and strive to make hiring decisions that reflect our commitment to diversity and inclusion.

Compensation range: $95,000 to $140,000.