Customer Support Manager

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

The Spectacles team is pushing the boundaries of technology to bring people closer together in the real world. Our fifth-generation Spectacles, powered by Snap OS, showcase how standalone, see-through AR glasses make playing, learning, and working better together.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!

We’re looking for a Customer Support Manager to join the Spectacles team at Snap Inc!

What You’ll Do:

• Deliver world-class customer support for Spectacles customers.
• Mentor and support Spectacles Support Specialists (agents) delivering omni-channel customer support.
• Review customer escalations and work with Legal/ other functions to resolve.
• Review team members’ performance, and provide feedback and training to help improve the quality of reviews.
• Liaise with our in region logistics partners for deliveries/ reverse logistics.
• Assess processes and identify inefficiencies to improve your team’s workflow.
• Drive improvements and implement new workflows working cross-functionally with IT/Legal/ Marketing.
• Serve as a consultative partner on Spectacles customer journeys and the impacts of new initiatives.
• Program manage delivery of new customer support enhancements.
  
  

Knowledge, Skills & Abilities:

• An understanding of what makes for good customer experiences and a passion for support.
• Call center/contact center experience.
• Ability to work efficiently in a self-directed environment and balance multiple workflows.
• Excellent written and verbal communication skills.
• Experience working with remote teams and 3rd party resource providers.
• Effective communication and collaboration skills 360.
• Ability to analyze, organize and prioritize work while meeting multiple deadline.
• Experience writing process flows and customer support copy.
• Passionate about new technologies and their applications.
• Proven program management and delivery experience.
  
  

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience.
• 3 years of relevant work experience, 1 year management experience leading others.
• Experience with Zendesk and Jira (or similar ticket managing tools).
• Excellent with data, with advanced Excel skills.
  
  

Preferred Qualifications:

• Language capabilities (Arabic/ French) an advantage.
• Occasional travel required.
  
  

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4 days per week.

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $142,000-$214,000 annually.

Zone B:

The base salary range for this position is $135,000-$203,000 annually.

Zone C:

The base salary range for this position is $121,000-$182,000 annually.

This position is eligible for equity in the form of RSUs.