6 Sr. Manager, Customer Support Jobs in Bellevue, WA
iSpot.tv, Inc. is Hiring a Sr. Manager, Customer Support Near Bellevue, WA
TheCustomer SupportManagerwill be responsible forhelping to establish the support function within iSpot and then managing day-to-day operations as well asleadinganddevelopinga team of Customer Support Specialists within this function.They will be responsible for collaborating and working across teams and groups within iSpot to optimize processes critical to delivering world class customer support.
The ideal candidate will combine the core skills and experience listed above with ademonstratedpassion fordriving ongoing improvementand for leveraging data to both identify where to focus as well as to measure subsequent progress.
About You
Critical Thinker& Problem Solving
- You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems.
- You can think outside of the box and come up with creative solutions to solve complex problems.
- You enjoy a challenge and will look at potential solutions through multiple lenses.
Analytical
- Experienced in using data to identify, develop and report on key performance metrics to help communicate program status and enable deeper insights into the business.
- Known for your analytical, connect the dots approach to understanding and addressing organizational challenges.
Leadership
- You set a positive example for others by following high ethical standards.
- Foster a diverse and inclusive workplace where team members are valued for who they are.
- You empower your team members by giving them the autonomy and confidence to perform their role.
- You are forward-thinking and look beyond immediate tasks to consider long-term, strategic impact; always considering what comes next.
Communication andCollaboration
- You’re a proven collaborator and communicator, both internal to your team as well as across disciplines.
- You’re a skilled active listener, seeking to fully understand people and situations before responding.
- You have well developed verbal and written communication skills thatyouregularly leverage toinfluence others and secure support for your role and team.
- You value healthy cross team relationships and prioritize actions aligned to achieve this.
Highly Organized
- You’re highlyorganizedanddetail oriented.
- You have a proven abilityto manage multiple prioritiesand projects and deliveron time.
Comfortable with Ambiguity
What You’ll Do
- Fully staff, lead, motivate, and develop a team of customer support representatives to deliver exceptional serviceto iSpot’s customers.
- Oversee daily operations of the customer support team, ensuring efficient resolution of customer inquiries and issues.
- Establish,monitor,andconstantlyanalyze key performance indicators (KPIs) toensureperformance to planaswell astoidentify areas forimprovement in productivity and impact.
- Champion a customer-centric culture within the team, emphasizing the importance of exceeding customer expectations.
- Implement and maintain service standards to ensure consistent and high-quality customer interactions.
- Identify opportunities for process optimization and efficiency improvements.
- Collaborate cross-functionally to ensure effective execution by your team and toimplement changes that enhance the customer support experience.
- Ensure ongoing training designedto keep the teamup to dateon product knowledge, policies, and best practices.
- Establish and maintain quality assurance processes to ensure accurate and effective customer interactions.
- Conduct regular quality assessments and provide constructive feedback to team members.
- Foster open and transparent communication within the team and with other departments.
- Escalate customer issues and provide regular updates to senior management as needed.
- Prepare and present regular reports ontheperformanceof the support function and the resulting impact to iSpot, along with customer and market insight and trends.
Requirements
- Bachelor’s or master’sdegree in businessor a related field, or equivalent experience
- 3-5 years ofpeople management/leadership experience
- Customer Support/Serviceexperience in a software company preferred
- Cross-functional,andoperational experiencepreferred
- Preferredknowledge of Zendesk, Jiraand Atlassian Suite
- Proven success working in a fast-paced, high-growth, and rapidly changing environment
- Direct experience withSaaS operational models and requirements
Tools You Will Use
- Atlassian Suite: Confluence,JIRA,and Slack
- Zendesk
- CRM Tools: Salesforce/Gainsight and Highspot
- Google Suite
- Microsoft Office Suite, with a heavy emphasis on Excel and PowerPoint
Target cash compensation range: $109,000-137,000 USD Annually
We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
For more information on total rewards package, goHERE
Hybrid & Flexible Workplace Policy
iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency.
Those local or living in surrounding areas to one of our offices (Bellevue, WA; El Segundo, CA; New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.
#LI-Hybrid
Job Summary
Full Time
Business Services
$97k-126k (estimate)
04/13/2024
06/29/2024
ispot.tv
BELLEVUE, WA
100 - 200
2012
Private
SEAN MULLER
$10M - $50M
Business Services
Related Companies
About iSpot.tv, Inc.
iSpot.tv is an online platform that offers data and conversion analytics for television advertisements.
The job skills required for Sr. Manager, Customer Support include Leadership, Insight, Customer Support, Microsoft Office, Written Communication, Salesforce, etc. Having related job skills and expertise will give you an advantage when applying to be a Sr. Manager, Customer Support. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Sr. Manager, Customer Support. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Sr. Manager, Customer Support positions, which can be used as a reference in future career path planning. As a Sr. Manager, Customer Support, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Sr. Manager, Customer Support. You can explore the career advancement for a Sr. Manager, Customer Support below and select your interested title to get hiring information.
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