Customer Support is the heartbeat of Accountable2You, and we’re growing as a result! We’re looking for an exceptional servant-leader with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve. 

If you have experience leading or coaching teams, a desire to help others, and a passion for driving a high-quality customer experience, this may be the right opportunity for you.

As the Manager of the Customer Support team, working alongside your manager (Head of Customer Support), you will be responsible for hiring, coaching, and leading a team of new and established Customer Support Advocates, Support Specialists, and Support Engineers in a fast-paced and rapidly changing environment. In this role, you will work closely with A2U’s leadership to continue building a team of elite Customer Support pros who help and serve our customers.

Do you share our passion for accountability, love our core values, enjoy technology, and possess the necessary skills and experience to lead a team? Read on!

What’s the starting salary range?

Depending on your leadership, customer service, and technical support experience, this full-time salaried role offers between $70,000 and $90,000 annually.

What makes the A2U support team different?

We're a support-driven company, which means everything we do at Accountable2You centers around growth through service to our customers. Most companies view customer support as a cost center; a leaky bucket that receives as few resources as possible. 

At A2U, we believe that support-driven growth is a wholesome, ethical way to grow a company that centers around meeting needs. Customer Support is central to our business model, essential to our vision, and vital to our shared success.

To succeed as a Customer Support Manager at Accountable2You, you’ll need to humbly lean upon the team you’ll be managing in the months that follow: With a 93% CSAT rating since the start of the year, rest assured that they’re highly skilled in their craft. As a team, we've studied books on leadership and culture by authors like Jocko Willink and Patrick Lencioni and built a culture of ownership, teamwork, and leadership at all levels. You’ll undoubtedly have much to teach them in the years ahead, yet also know that they’ll provide you with lasting value as they help you master our product, adopt our tone and voice, and learn our current methods and culture. 

That’s just the beginning; we’re not hiring you to leave things the way you found them! We want you to take what’s good and make it even better! Beyond the first several months, we’ll be looking to you for guidance and direction as you continue to build and level up the support team. 

What does a normal day look like?

Most of the support team’s work centers around things our customers encounter: Troubleshooting software issues on various device types, answering sales-related questions from potential customers, explaining our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS also allow us a wealth of technical topics to learn and master each day. 

As a Customer Support Manager, you’ll also need to learn about our backend technology stack. You won’t be expected to administer these systems, but at a whiteboard level, understanding how these systems interact and communicate will prove essential as you help the support team navigate complex technical issues. If you have a background in technology, it will certainly benefit you here. 

As an expert practitioner of your customer support trade, you’ll spend about a third of your time handling managerial escalations or complex support scenarios with your team - and occasionally jumping in to help out with the inbox when things are exceptionally busy. 

It’s important to note that while our support team is customer-facing, we don’t operate in a call center or a “sweatshop” dynamic. Customer Support spends a great deal of time designing processes, improving our customer-facing content, and documenting our technology. You’ll play a significant role in prioritizing the weak points and projects that require Customer Support’s time and attention. 

Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation. In time, you’ll become an expert in guiding our Support Specialists through these scenarios. 

While many of our customers use our software to keep would-be temptations at bay and confirm their integrity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words – but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.

About you

• You’re an outstanding human. We get it, no one is perfect, yet you possess a strong moral character that loves our core values and affirms Accountable2You's mission and purpose.
• You believe the struggle is real. You count bondage to pornography and other addictive behavior as serious matters. You’re committed to helping people in their journey toward life change. 
• You’re experienced in customer support. You’ve managed a team, and also have at least 3 years of experience in a customer support role in a SaaS company or in a technical support capacity. 
• You have experience with the SaaS industry and technology. We provide extensive training on our products, yet you’ve already mastered the most common SaaS tools and support platforms (Google Drive, Slack, Help Scout, Zendesk, etc.). For tools you haven’t used previously, while you’re comfortable asking questions of our helpful team, you prefer to rely on your knack for self-guided training. Subscription models, smartphones, apps, and networks are some of the topics we discuss every day. You might not have a technical or business degree, yet complicated troubleshooting and customer management techniques are within your scope of expertise.
• You’re a natural communicator. While you don’t need to be an extrovert, it does mean that those who know you best would say you thrive in environments that rely upon clear written and spoken communication. You know how to make a customer smile or de-escalate a tense situation. You can coach your team through the toughest customer interactions and opportunities for personal growth. You’re still hungry to learn more, yet you’ve already mastered several methods of employing tone and voice that serve all of your human interactions. 
• You’re a resourceful learner and a natural teacher. You’re naturally curious and love the art of “asking the better question” that reveals the actual need. You have a long list of techniques for navigating complex or confusing situations. You might not be a developer, but you’re resourceful: you know how to test your hypothesis, isolate bugs, and find answers. You're a gifted mentor who can humbly guide your teammates as they handle challenging customer interactions.
• You’re highly empathetic and see things from the other person’s point of view. You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you rather than stupid because of a knowledge gap or small mistake. Your team depends upon your ability to “decode the customer.” 
• You’re eager to grow personally and professionally, and help others do the same. Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time - and you coach your team in this same manner. Excellence matters to you. At A2U, we all view feedback as the means to grow and improve toward excellence. That means we’re quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too. 
• You’re persistent and love solving problems. There are few easy answers here, and this excites you. Every problem is multifaceted. Every customer is a real person with bespoke needs and emotional predispositions. Likewise, every device is different and poses unique challenges. Our Support Specialists don’t quit until the hard work of researching the problem and providing an answer is complete, and you’ll be there to model those traits alongside them. 
• You love pioneering a better way. Like us, you feel the adage, “faster is better” isn’t quite right. Instead, you believe that “better is faster,” so you’re always on the lookout for new efficiencies and a better way forward. Speed improves with efficiency and experience, and you’ll join A2U with a fair bit of both under your belt. You love building a process, seeking clarity, and creating unity through standardization.
• You’re a collaborative and proactive doer. You don’t wait for someone to tell you what to do next. You own your work, collaborate with stakeholders, and you’re always looking for the next opportunity to meet a need, serve customers, or help your team. You see trends and rally your team to take action. You know how to escalate critical matters to senior management or take the lead when it’s within your scope. Likewise, you’re flexible and available to your team when they need your input and guidance. 

Requirements

• A minimum of three years of increasing experience and responsibility in customer support, preferably in an IT department or SaaS environment
• Previous experience managing a technical service or customer support team
• A genuine delight in serving customers and meeting needs
• Mastery in explaining complex concepts with a tone that reflects a kind, honest, and confident clarity
• Strong proficiency with business tools like Google Docs, Sheets, Zoom, Gmail, Visio, Lucidchart, and other similar software
• Administrator experience using Zendesk, Help Scout, or other similar customer support software
• Experience using project/task management tools like Trello, Basecamp, Jira, Wrike, Asana, or other similar software
• Experience with technical writing or copywriting (support articles, blogs, etc.)
• Keen understanding of technical issue resolution, incident management (e.g. outages), and Customer Support best-practices
• Experience in process design and documentation (flow charts, guides, SOPs, etc.)
• Experience reviewing and designing support metrics, KPIs, and dashboards
• Experience conducting and leading performance reviews for direct reports
• Affirmative, can-do attitude toward tasks and responsibilities
• A team player who’s humble, hungry, and smart
• A growth mindset toward self and others (Tip: 1.25x playback speed 😉) 

Bonus points

• Experience with payment platforms like Stripe, PayPal, etc. 
• Experience with VPNs/networking, software development, or end-point support (desktops, mobile, etc.)
• Experience with SMS message platforms like Twilo, Plivo, etc. 
• Experience with project management and process efficiency reviews
• You're already using Accountable2You (or another similar accountability tool)

When and where do you work?

This role works standard business hours (Monday through Friday, 8 AM - 5 PM). This role is office-based in Williamstown, Kentucky, and is not eligible for remote work. 

We recognize the best talent might not live within a commuting distance to our office. We offer a generous relocation package for US-based candidates outside the local area. If you’re our top candidate, we’ll help you move here! 

Does this sound like a good fit?

We hire the best fit, but there’s a lot more that goes into “best fit” than a laundry list of previous experience. 

If you love our mission, values, and model the humble, hungry, smart ethos we aim for at A2U, we encourage you to apply - we’d love to hear from you! We respond to all applicants, so you'll definitely hear back from us.

PS - We love cover letters!Be sure to include one with your application to let us know why you'd like to work for Accountable2You!

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