The Role:
Super Dispatch is looking for a Customer Support Manager to be at the forefront of our mission to transform the space of auto transport SaaS, leading the charge in delivering exceptional customer support and ensuring the success of our highly valued customers. You will define the customer support experience and processes, manage daily operations, be an advocate for our customers, and collaborate with cross-functional teams to drive revenue, enhance the product, and increase customer satisfaction.
Who you are:
As a Customer Support Manager at Super Dispatch, you will be a dedicated and hardworking leader who places customer satisfaction at the forefront of your mission. You're a team player, always putting collective success ahead of individual achievements, and your ability to navigate swiftly in a fast-paced environment while remaining calm under pressure is truly remarkable.
Your communication skills are impeccable, making you well-spoken and adept at conveying complex ideas with ease (especially through text). Challenges do not deter you; in fact, you welcome them as opportunities for growth, innovation, and continuous improvement. You're not just a manager; you're a caring, passionate, and community-driven individual who understands the importance of process improvement and the customer journey.
Your experience in the field has made you a truly impactful leader, and you celebrate each win, no matter how small. You embrace flexibility and understand that a dynamic approach to problem-solving is often the key to success. Your passion for making a difference in the company, product, customer journey, and employee experience is the driving force behind your commitment to excellence.
What you’ll do:
- Visionary Leadership: Lead the overall direction and vision of the Support Team, setting strategic goals and objectives for the team's success while fostering a culture of excellence and innovation.
- Operational Management: Manage the day-to-day operations of the Support Team, ensuring efficient and effective support processes.
- Team Leadership: Hire, train, and onboard new support team members while building and nurturing a supportive team culture. Conduct team-wide meetings and individual 1:1 meetings on a regular basis (weekly, bi-weekly, or monthly) to facilitate alignment within the team.
- Performance Metrics: Develop, create, build, and monitor KPIs, CSAT, and DSAT scores, ensuring that team members meet or exceed performance targets.
- High-Priority Client Support: Handle high-level technical issues or enterprise-level support, leveraging experience with high-priority clients to resolve complex problems.
- Policy and Procedure Development: Create and enforce policies, procedures, and various processes for the Support Team to ensure consistency and quality in customer support.
- Bug and Issue Monitoring: Champion, escalate, and prioritize customer issues to Product and Engineering. Ensure timely customer communication on issue status and plans to maintain transparency and manage expectations.
- Cross-functional Collaboration: Collaborate closely with leaders in Success, Product, Engineering, and Sales to drive customer health and product enhancement.
- Strategic Partnership: Participate in a wide variety of company-wide or interdepartmental strategic meetings to represent the interests and needs of the Support Team.
- Drive Continuous Improvement Culture: You're more than just a manager; you're a data-driven leader who strives for effectiveness and efficiency by enhancing processes and the customer experience
What you bring:
- Customer Support Management: A minimum of 5+ years of experience in a customer support management role in a high growth B2B SaaS company.
- Leadership Skills: Proven ability to lead and manage a customer support team, including hiring, training, and performance management.
- Technical Expertise: Strong technical aptitude and experience in handling high-level technical issues and enterprise-level support, leveraging experience with high-priority clients.
- Communication Skills: Excellent communication and interpersonal skills, both within the team and with customers.
- Cross-Team Collaboration: Strong ability to collaborate with other departments to enhance communication and workflow.
- Data-Driven Decision Making: Ability to analyze customer data and translate it into actionable insights and efficient processes for the company's benefit.
- Policy Enforcement: Strong background in enforcing company-wide policies and ensuring team compliance.
- Conflict Resolution: Ability to solve challenging customer situations promptly and effectively.
- Positive Team Culture: Demonstrated experience in leading by example and fostering a positive team culture.
Bonus points for:
- Experience working in the Transportation/Logistics/Auto Transport industry, including knowledge and understanding of its challenges, and unique customer support requirements.
- Bachelor's degree or coursework in a relevant field (Business, Communications, Psychology, STEM, etc.) or equivalent experience.
- Project Management experience **(**CAPM, PMP, Agile/Scrum, etc.)
- Experience with operations, legal, arbitration, and compliance-related matters in an operational capacity.
Tools/Stack:
Slack, Salesforce, Intercom, Zendesk, GSuite, Tableau, Excel, Figma, Linear, Trello, JIRA, Notion, Traction/Bloom, Adobe, Loom, DataDog, Heap, Metabase, Asana, VoIP, Zapier
