Location: New York,NY, USA
**Manager, Customer Support**
at Torii New York, NY or Remote US **About the Role**
We are looking for an experienced and results-oriented **Manager, Customer Support** to lead and scale the Customer Support team. It is a multi-faceted role in that it requires you to lead and direct your team's efforts, while also taking a people-first approach in developing and mentoring team members.
This role will serve as a key member of the team, helping to set the strategy and plan for the future of Customer Support at Torii. Your team will be working directly with our customers, and youll help develop an outstanding program in one of its most exciting phases. This is an amazing opportunity to help shape the Customer Success department.
Key Responsibilities
* Lead, coach, train and develop a team of high performing Customer Support team to help them drive towards individual and team targets
* Manage the day-to-day operations, goal setting, performance management, and growth of the Customer Support team
* Design and drive strategic improvements to scale processes, services, and systems to enable the team to improve efficiency, customer satisfaction and exceed objectives
* Manage customer escalations to create positive outcomes and creative problem-solve
* Monitor and respond to support requests that come through the various support channels including chat, email, and phone; with the ability to troubleshoot customer system issues from an end-user perspective
* Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
* Hire and retain a best-in-class Customer Support team
**Qualifications**
* 3+ years of experience in a customer support-based role in an Enterprise software company
* 3+ years of experience managing a team; a natural leader and passionate coach who inspires their team to elevate performance
* Understand customer service and communication, technical issue resolution, incident management (e.g. outages), and Customer Support best practices
* Experience in a scaling & rapid-growth B2B Enterprise SaaS Customer Support team, with specific system and process implementation experience. Ability to analyze existing processes and make recommendations around systems and more efficient processes
* Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
* Quick tech learner, with experience training, teaching and guiding customers through technical processes
* Experience using a Customer Communication Platform (Intercom/Zendesk) and CRM (Salesforce) is preferred