Manager, Customer Support

Skilljar is seeking a Manager, Customer Support, to lead the product support team responsible for helping customers answer general product questions as well as mitigate and solve problems within the Skilljar platform. This key function is part of our rapidly growing Customer Experience team and will present the opportunity to collaborate closely with Customer Success, Product, and Engineering to ensure customer satisfaction.

We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The ideal candidate will have exceptional customer service skills, solid technical experience, and proven experience successfully growing a distributed customer support team at an enterprise SaaS organization. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster.

Responsibilities:

• Manage and grow a team of Product Support Specialists and Technical Support Specialists
• Establish customer support best practices and implement processes to drive consistency across the team and enhance customer satisfaction.
• Lead the activities of the team through ongoing oversight to ensure that success metrics are achieved and customer issues are effectively resolved.
• Assist the team with issue resolution and act as a point of escalation when needed.
• Run Skilljar’s Help Center to drive effective customer self help.
• Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering, Product, and Customer Education teams to drive an improved customer experience.
• Define individual and team performance and operational metrics, establish a system for tracking, create cadence for review with Support team and management.
• Develop key strategic plans to improve our support efficiency, Customer Satisfaction, and ability to scale Support

Requirements:

• 5+ years in a product support role in an enterprise SaaS environment.
• 3+ years of people management experience.
• Exceptional interpersonal and customer service skills.
• Experience establishing support strategy to drive long-term scaling of the support function and continued career progression for the team.
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
• Ability to deal with difficult situations and work calmly and professionally under pressure.
• Logical approach to troubleshooting, including good analytical and problem-solving skills.
• Experience with ticket/logging tools, e.g. Zendesk, Jira, Trello.
• Programming experience using HTML, CSS, and Javascript is preferred.
• Experience with writing and organizing customer-facing communication
• Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
• Bachelor’s degree in a related field or equivalent years of relevant experience required.

Don’t meet every requirement? At Skilljar, we are committed to building a team that embraces a variety of backgrounds, experiences, perspectives, and skills. We believe that the more inclusive we are, the better our work will be. Even if your previous experience doesn’t perfectly match with the job qualifications listed, we encourage you to apply.

Skilljar Base Pay Philosophy:

At Skilljar, we strive for salary range transparency in our hiring process. This is a major step towards not only complying with state and local regulations where required, but also to make sure Skilljar is putting pay equity and DEIB top of mind during the hiring process. Base salary is only a part of the total rewards package - this role will also be eligible for a new hire equity grant in the form of stock options. Below is the base salary range for this role:

Base Salary: $90,600 - $117,700

Our Benefits:

• Comprehensive Coverage: Skilljar pays 100% of our employee premiums for dental, vision, disability, and basic life insurance. We offer three medical plan options - one of which pays 100% of employee premiums.
• Flexible Time Off: We believe in a healthy work/life balance and trust our employees to take the time off that they need to bring their A-game to work.
• Paid Parental Leave: For our employees starting or growing their families, Skilljar offers paid parental leave for both birthing and non-birthing parents.
• Benefits Package: Skilljar employees have access to a monthly technology reimbursement for remote work, a 401(k) savings plan, stock options, tax-advantaged accounts such as HSA and FSA, voluntary insurance, and access to an Employee Assistance Program.
• Inclusive Culture: We are intentional about creating a culture that is fun and inclusive. A few things you can anticipate: Quarterly Skillet Socials, lots of active Slack channels (including dedicated channels to a themed Thursday, giving kudos to one another, and sharing our remote-working experiences), opportunities to get to know other Skillets across departments, and more!

The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Founded in Seattle, Skilljar is now a fully distributed company that exclusively hires in Washington, Oregon, California, Arizona, Colorado, Utah, Idaho, Texas, Georgia, Florida, North Carolina, New York, Missouri, Wisconsin, Illinois, Virginia, and New York.

Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.

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