Position: Customer Support Manager, Tier 1
Company: Bizzabo
Category: Support
Experience required: 3y
English level: upper

As a manager in the Customer Care Team, you are responsible for coaching members of the Tier 1 Customer Support and Care team to ensure a fast and accurate response to customer inquiries. This role is a client-facing role that will lead and encourage the team to excel in customer service supporting our client values in all interactions.

What you'll be doing:

- Serve as a line manager, mentor, and coach for Client Support Tier 1 Team members
- Oversee team staffing, ensuring that the correct skill sets and personalities are represented in order to maximize team effectiveness
- Organize and plan Tier 1 shifts to provide 24/7 coverage
- Demonstrate team value to the business through both the definition and measurement of quarterly objectives
- Collaborate with all members of the Client Support Team to ensure an effective support environment for our clients
- Define and improve processes related to the support of our clients and the supporting environments
- Create and share metrics and reporting that highlight support workloads, trends and concerns
- Drive continual improvements in the support process, overall production quality, and innovation
- Communicate with customers over email, chat, and phone
- Become a Bizzabo product expert and provide to customers best practices on product usage.
- Bring your creative thinking, strategies, and ideas to advance Bizzabo’s growth
 
Who you are:

- Minimum of 4 years of experience in support management with client-facing experience in a SaaS company, managing a team of at least 5 support reps
- Have excellent verbal and written communication skills in English - A MUST
- Are available to work in rotating shifts to support our 24/7 coverage — A MUST
- Familiar with Zendesk and Jira
- Someone who enjoys talking to people
- A great communicator who can easily explain complex issues
- Have a customer-focused attitude and put customers first in all interactions
- Goal-oriented, motivated, and able to adapt quickly
- High level of organization and great attention to detail
- Uses a great sense of humor to overcome any obstacle