Manager, Customer Support

Time zone
Anywhere 🌎
Type
Full Time
Opening date
Closing date
5 Nov 2021
Views
140

Conversica is the pioneer and leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. Conversica Intelligent Virtual Assistants are AI-powered, SaaS-based software applications that serve as virtual team members and autonomously engage contacts, prospects, customers, or partners in personalized human-like, two-way interactions to drive towards the next best action across the customer revenue lifecycle; whether that’s scheduling a sales meeting, gauging interest to buy additional products or services, or politely but persistently collecting overdue payments.

Reaching out to over 100 million people on behalf of thousands of companies, Conversica Intelligent Virtual Assistants are built on a proven and patented intelligent automation platform integrating natural language understanding (NLU), natural language generation (NLG), autonomous action chains and deep learning capabilities that engage prospects over multiple communication channels and in multiple languages.

Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in Foster City, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.

Conversica is seeking a Manager, Customer Support to lead our customer support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders.

As the Manager, Customer Support you will lead a talented and dedicated team of agents to deliver on our customer support strategy across multiple channels, including email, phone, and chat, to support our growing customer base. As you develop your product expertise, you will coach and lead the support team to enable end-users to leverage Conversica’s conversational AI solution to meet their desired outcomes.

Responsibilities

  • Manage the day-to-day operations of a team of 15 local and offshore agents across multiple regions.
  • Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs.
  • Perform weekly quality audits of tickets for customers, partners, and internal contacts and provide coaching and feedback to improve agent performance.
  • Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes.
  • Field escalations and engage customers with clear and concise written and verbal communication.
  • Conduct regular team meetings and weekly 1:1s with team members.
  • Drive team results through coaching and mentoring, communicating expectations, and identifying areas of development.
  • Develop technical expertise in Conversica’s current product offerings and become an SME for team members and internal stakeholders.
  • Understand customers’ business problems and workflows and engage with customer success, product, and engineering teams to drive successful solutions.
  • Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes.
  • Lead initiatives and special projects to meet department goals and objectives.

Requirements

  • 5+ years technical support experience with demonstrated leadership experience. SaaS experience required.
  • Must be available weekdays during regular business hours of 9:00 – 5:00 PM PDT/PST, and as an on-call basis weekends, holidays, and after hours.
  • Demonstrated technical knowledge and experience mastering a variety of software solutions.
  • Experience training and/or coaching team members and process improvement.
  • Strong customer service orientation and critical-thinking skills.
  • Passionate about technology and driving adoption of new products and features.
  • Experience creating reports and analyzing data to achieve KPI targets.
  • Highly motivated professional with excellent communication and interpersonal skills.
  • Excellent follow through and works with a sense of urgency.
  • Experience with Zendesk or CRM-related software, such as Salesforce.
  • BA/BS or equivalent work experience.

#LI-Remote

Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Conversica does not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or company that does not have a signed agreement with Conversica.

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