Customer Success Support Manager

Type
Full Time
Opening date
Closing date
1 Aug 2021
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401

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Archive Job Description

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company’s products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users’ privacy and data security. Headquartered in San Francisco but open to globally remote, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

The Fast Customer Success team is hiring a Customer Success Support Manager. This role is responsible for delivering industry-defining support for Fast’s growing seller and consumer base. This new role is critical in bringing the Fast Customer Success mission to life to its community and in directly contributes to Fast’s growth.

Role

  • Handle day-to-day account and customer interactions across different support channels
  • Serve as an escalation point in resolving complicated issues from sellers or consumers
  • Act as primary point of contact for Payment Ops & Fraud for chargeback, fraud, or payment-related issues
  • Act as primary point of contact for the Partnerships, Marketing, and Sales teams to support seller-related projects or initiatives
  • Collaborate with stakeholders in Sales, Product, Engineering and Security to get the right answers for Fast’s customers
  • Train new team members who join the Customer Success organization
  • Own and monitor key customer success metrics
  • Build processes or policies to help improve overall support metrics and CS operationsImprove and update existing internal and external help content and other CS resources

Who You Are

  • Customer-oriented.  Our internal and external customers are always top-of-mind for you and their satisfaction is your primary driver and motivation. You thrive in building and nurturing internal relationships with stakeholders and making data-driven recommendations which impact external customers. You always have the customer’s best interest in mind.
  • Problem solver.  No task is too big or small for you. You are proactive, resourceful and a natural problem-solver. You’re extremely curious and excited to dive into complex problems. You ask thoughtful questions and take action to come up with a solution.
  • Excellent communicator.  Communicating and developing rapport comes naturally to you. You can simplify and explain complex problems across any audience. You follow-up and follow-through, always closing the loop with your teammates and stakeholders.
  • Invested in growth.  You are determined to influence operations strategy in the customer success team and at Fast. You’re passionate about your own growth, and in helping your teammates grow with you.

Basic Qualifications

  • 3+ years of experience as a team lead in a customer service or technical support team
  • Experience providing customer support across multiple channels, i.e. email, voice, chat, social media, in-person
  • Proficiency in multi-channel support tools, i.e. Zendesk and Salesforce
  • Experience working in a global support or service organization, supporting one or more regions
  • Experience handling and managing customer escalations; capable of identifying a solution to the customer’s query or coming up with proposals for complex issues and working cross-functionally with stakeholders to resolve issues
  • Experience training, evaluating, and coaching team members
  • Project / program management experience
  • Flexible to work across different US time zones

Preferred Qualifications

  • Basic HTML / CSS / JS skills
  • Familiar with Zendesk integration, automations, and reporting
  • Experience in tech, fin-tech, or e-commerce

Benefits of life @ Fast

  • Fast Flex allows all of our employees to choose where they want to work: our office (when open), their home or any place else in the world.
  • Early stage well-funded company with innovative engineering and product culture
  • Inclusion and diversity as a company priority
  • Competitive compensation packages
  • Comprehensive benefits (including 99% of healthcare cost and 401k matching)
  • Home office reimbursements and snack deliveries (and awesome swag!)

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