Manager Customer Support - Job Description
We are hiring experienced Manager of Customer Support to support our growing software business. The position can be remote or based in our San Francisco office.

Who we are:
Founded in 2016, Sakari is an omni-channel communication platform used by businesses around the world to communicate with their customers. We're growing extremely fast and plan to add additional channels, integrations and chatbots with AI. We serve thousands of businesses across more than 40 countries, with headquarters based out of San Francisco.
You can learn more about us here: https://sakari.io

Job Description:
The Manager of Customer Support is responsible for maintaining great relationships with our customers starting the moment they interact with Sakari. You will be responsible for leading a remotely based support team that is distributed across multiple time zones and across multiple levels (Support Analysts and Support Engineers). You will own all hiring, training, measuring, and improvements.
Sakari is a data-driven company, with a focus on continuous improvement. We are looking for a Manager of Customer Support that is extremely comfortable with data and can use it to drive business decisions to lead change to internal processes and tools to improve our customer's experience. You should have extensive knowledge and command of our software and ensure that project/department milestones/goals are met.
You must be comfortable working remotely and leading a remote team distributed across multiple locations and time zones.

What you'll do:

• Hire, train and lead the remotely based Customer Support team.
• Clearly and effectively translate Sakari leadership vision and strategy to support processes that deliver a world-class support experience.
• Use data to drive business decisions.
• Research and implement the use of current technologies, strategies, and practices to make the customer support process more effective while enhancing the customer experience.
• Establish and maintain quality and efficiency metrics for the support center.
• Develop and maintain the support center schedule to assure it is properly resourced within the established business constraints.
• Manage the creation and updates of Knowledge Base resources for internal and external stakeholders
• Coordinate with other Sakari leaders to effectively share staff cross-functionally. This will include direct support responsibility along with training and other project activities.
• Develop and execute training plans for all support staff.
• Administer organizational development and HR processes for all direct reports.
• Provide consistent, reliable, and accurate in-depth support for internal and external customers via email, phone and website chat.
• Host and/or lead discussions with our customers

What you'll bring:

• Previous people management experience with a remote workforce.
• Comfortable with data management
• Experience with Software as a Service (SaaS) preferred.
• Strong aptitude with MS Office suite - Word, Excel, etc.
• Excellent communication skills, fluent in English (written and spoken).
• Ability to troubleshoot basic and routine customer issues.
• Enthusiastic approach to problem-solving.
• Ticketing systems experience such as Zendesk, JIRA or a bug tracking system.

Life at Sakari:

• Schedule. Monday-Friday schedule
• Remote work. We have a San Francisco office but understand that remote work is the new normal. This role can be based out of San Francisco, or in a United States remote location.
• Casual work environment.
• Team trips. We book at least one all-expenses-paid team trip per year.
• Training. Unlimited Udemy training courses.
• Bonuses. Potential bonuses based on performance.
• Retirement. 401(k) with 6% company match with no vesting period.
• New Hire Hardware Allowance. $500 new hire hardware bonus.
• Health Insurance. Comprehensive health benefits (medical, dental, vision, FSA) at a Gold level of coverage, and Sakari pays for 99% of the policy premium for employees.
• Life Insurance. $50,000 of company paid life insurance.
• Holidays. Nine paid holidays.
• Vacation Pay. 3 weeks of paid time off.
• Sick Leave. 6 days of paid sick leave.
• Mobile phone allowance. $50/month mobile phone allowance.
• Commuter benefits. $100/month in commuter benefits.

Job Type: Full-time

Pay: $70,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Remote

Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.