Manager, Customer Support
Location: US, MA, Boston
Department: Customer Support
Employment type: Full-time
Company profile: EverTrue’s mission is to build relationships in pursuit of a better world.  We hire smart, fun, and vibrant people who share a passion for making a difference in the world and who are naturally wired to care about the happiness of others.EverTrue is a big data and analytics SaaS company meeting the needs of the technologically underserved $5 billion nonprofit market.  At our company, the needs of the nonprofits we serve are at the heart of everything we do.  From mobile-first innovative products that give nonprofits better donor data to applications that enable constituency groups like alumni to stay connected both with each other and their beloved alma maters, our  software is true to our mission of enabling relationship-building in pursuit of a better world.Our mobile platform is utilized by over 200 institutions, providing a better way to track and engage constituents through the power of social data. We are a Bain Venture Capital backed company, and proud alumni of TechStars and MassChallenge.
Description: About EverTrueEverTrue’s mission is to build relationships in pursuit of a better world.  We hire smart, fun, and vibrant people who share a passion for making a difference in the world and who are naturally wired to care about the happiness of others.EverTrue is a big data and analytics SaaS company meeting the needs of the technologically underserved $5 billion nonprofit market.  At our company, the needs of the nonprofits we serve are at the heart of everything we do.  From mobile-first innovative products that give nonprofits better donor data to applications that enable constituency groups like alumni to stay connected both with each other and their beloved alma maters, our kickass software is true to our mission of enabling relationship-building in pursuit of a better world.Our mobile platform is utilized by over 170 institutions, providing a better way to track and engage constituents through the power of social data. We are a Bain Venture Capital backed company, and proud alumni of TechStars and MassChallenge.We are looking for an experienced Customer Service Manager who is devoted to delighting customers via the power of building and managing a premier, top-notch, and forward-thinking customer service team.The Role:Customer experience is central to everything we do at EverTrue. In fact, we’re obsessed with providing each and every customer the very best service and support.  We’re now looking for a leader who shares a similar passion to manage our growing team. The Customer Support Manager is responsible for end-to-end management – this includes recruiting, training, operations, process improvement, scheduling, metrics tracking, and scaling. As a leader, you will be responsible for starting and growing our team, assigning and directing work to them, appraising performance, and developing a challenging, fun environment. You will need to ensure our team scales effectively to meet constantly growing demand.  While we currently communicate with customers via email and phone, your responsibilities will include creative thinking about future additional or alternative communication methods such as instant chat, google hangouts, and other innovative communication options, always with the end-goal of making it as easy as possible for our customers to use our products and services as well as to contact us when they need assistance.Responsibilities:Oversee day-to-day operation of a customer service team, including inbound/outbound support work flow (case handling, etc), setting and maintaining SLA’s, and always ensuring the highest standards of customer serviceEvaluate procedures, policies, and systems to ensure ease of use for customers and to maximize customer satisfactionRecruit, manage, train, and coach members of the support teamSupport each of your team members in creating, and hitting, individual goals that align with overall organizational goals.  Communicate clearly about job expectations, performance, and adherence to schedules, policies and procedures.Review and analyze case and support load data in order to give feedback and recommendations to Product team so that we can constantly improve the quality of our products and servicesTactically liaise with peers in other parts of the company (Sales, Account Management, Product Management, Product Development, Quality Assurance, Systems Engineering, etc) to resolve issues and communicate product improvements and feedbackIdentify opportunities and implement solutions for support process optimization, process redesign, and development of new processes/policies
Requirements: The ideal candidate has:A demonstrated ability to foster an environment of teamwork, customer satisfaction, and results-driven performance.A deep understanding of customer satisfaction and operational metrics such as ticket response times, average handle time, and net promoter score (NPS).Prior experience leading the charge reviewing and analyzing case and support load data throughout the year in order to make recommendations to the Product team about how to improve our product and servicesA scrappy/get ‘er done/results-oriented attitude: a self-starter with initiative and tactical execution skills who thinks and participates effectively, both independently and as part of a team.The ability to translate your vision for superior customer service to the rest of the company from the 60,000-foot level down to 0-foot detail, and execute on it.A proven track record of strong organizational, motivational, coaching, and recruitment skills, as well as the ability to multi-task and meet deadlinesThe ability to adapt to a fast-paced environment and changing business prioritiesMinimum Qualifications:4 year college degree 2+ years experience managing a team of at least 5+ individuals, as well as the support center’s operations, scheduling, coverage, and performance metricsA firm understanding of third party customer service systems, such as #URL_43a68868b5b6e2a51677a4fb4c6fbbb676f678d92202751257e2f7616aeed3cb#Excellent spoken and written communication as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences
Benefits: Our fantastic employee benefits package includes:Medical PlanDental PlanVision PlanPre-tax Transit/Parking PlanPre-tax Flexible Spending AccountProgressive Holiday Plan401k Plan with Matching
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