**Global Customer Support Manager**

at Affinity Remote ( Eastern US ) **The Role**

In this newly created role, we are looking for a Global Customer Support Manager to lead our Support team in providing exceptional experiences to a rapidly growing customer base. This role will report directly to the Director of Customer Support.

**What you'll be doing**

* Monitor & manage team performance, productivity, and service levels on an ongoing basis.

* Work closely with Management and People teams to ensure staffing aligns to forecasted volume.

* Contribute to quality review sessions with team members. Review and improve existing policies to scale existing quality standards

* Be a conduit of effective communication and bridge timezone gaps

* Encourage and ensure best practices for customer support interactions by delivering a consistent ticket handling process

* Meet regularly and conduct regular feedback and coaching sessions

* Serve as an escalation point for support tickets; willing and able to manage escalations and to jump in and handle tickets along with your team when required

* Assist in building internal knowledge base documenting processes for billing/technical/product questions/troubleshooting

* Drive a culture of efficiency by working to ensure processes are clear and we're maximizing our tools & technology

* Be the voice of the customer on the Support team working closely with other Customer Engagement teams, Product, and Marketing to maintain an effective feedback loop

* Implement a team strategy that achieves goals and priorities while maintaining an employee-centric culture that leads with our values.

* Plan initiatives to empower the team to transition into more of a proactive solution function

* Build and drive activities and mentorship that up-skill the team and performance

* Set clear performance objectives, and drive career development conversations

**Qualifications**

Required

* 5 years of experience building support teams at scale to drive overall success and engagement

* Experience working in fast-growth SaaS companies

* Experience working with global and remote teams

* You have experience coaching and developing others, ideally with examples of career development successes.

* You are a doer and a builder

* You have high EQ with the ability to have tough conversations

* You have experience in defining KPI and OKR objectives while meeting or exceeding set goals

* You demonstrate resilience when faced with tight deadlines and conflicting/opposing priorities

* You like to have fun, care personally for others and let your team take the credit

**Bonus Points**

* Experience as a Zendesk Administrator

**What youll enjoy at Affinity**

* We live our values as playmakers, obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.

* We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. And provide flexible personal & sick days. We want our team to be happy and healthy :)

* We offer a 401k plan to help you plan for retirement.

* We provide an annual budget for you to spend on education and offer a comprehensive L&D program after all, one of our core values is that were #obsessedwithlearning!

* We support our employees overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.

* Virtual team building and socials. Keeping people connected is essential.

**About Affinity**

We are passionate about helping dealmakers in the worlds biggest relationship-driven industries to find, manage, and close the most important deals. Our Relationship Intelligence platform uses the data exhaust of trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers with their networks to deliver automated relationship insights that drive over 450,000 deals every month. We have raised over $120M and are backed by some of Silicon Valleys best firms. With over 1700 customers in 70 countries on our platform, a 5 Star Glassdoor rating and being ranked in the Inc. 5000 fastest growing companies, we need more great people to help us scale even more.

The more diverse our team is, the more well be able to learn from each other, and the better our company and our product will be. Whatever your gender, race, sexual orientation, religion, age, veteran status, favorite Spotify playlist, or social, cultural, and economic background, we cant wait to welcome you to Affinity!

*Please let us know where you reside so we can ensure its a location where we can hire talent, as Affinity is registered to employ in certain U.S. states. Thanks!*

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