Manager, Customer Support

The Team & Role 

We are looking for a dynamic and experienced Manager, Customer Support to lead our dedicated customer support team in APAC. You will be responsible for overseeing daily operations, managing a team of support representatives, and ensuring that our customers receive timely, effective, and empathetic support. This role will report directly to our Director of Customer Support.

The SevenRooms CS Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the SevenRooms mission makes it easy to be obsessed with our customers.

What You’ll Do

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and collaborative team environment.
• Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.
• Monitor and evaluate team performance through key metrics, providing regular feedback and coaching to support representatives.
• Demonstrate product expertise as the regional Subject Matter Expert, by handling complex or escalated customer issues, partnering with the product and engineering org, and ensuring resolution
• Partner cross-functionally with other departments, including Customer Success and Product, to ensure customer feedback is communicated and addressed.
• Generate and analyze Support data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Contribute to the development and execution of the customer support strategy, aligning it with overall company goals and objectives.

Who You Are 

• Minimum of 3 years of experience in customer support leadership, experience in SaaS a plus.
• Proven ability to lead, motivate, and develop a high-performing remote team.
• Strong commitment to delivering excellent customer service and enhancing the customer experience.
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and other stakeholders.
• Strong analytical and problem-solving skills, with the ability to handle complex and escalated customer issues.
• Familiarity with customer support software and tools, such as CRM systems, help desk software, and analytics tools.

What We Offer

• A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. In addition to local statutory sick leave, you'll also have access to unlimited paid time off, including tenure-based PTO minimums and the option to work anywhere at any time.
• Equitable compensation: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner and working together to build an outstanding company. In addition to this, superannuation contributions are paid by SevenRooms on your behalf.
• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. All full-time employees are eligible for our Core Value Awards program which is awarded bi-annually and recognizes those who exemplify our organization’s core values. You can expect unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure.
• Opportunities for training and professional development: Your manager will partner with you on establishing quarterly goals that not only benefit our company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.