Customer Support Manager (SaaS)

The Customer Support Manager, a pivotal role in our logistics operations, is responsible for managing our customer support team, enhancing customer satisfaction, and driving the implementation of efficient processes. This role involves assisting the Customer Success Managers (CSMs), managing junior team members, promptly addressing customer inquiries, and improving documentation and automation practices. The ideal candidate will have extensive experience in customer support, and the ability to lead and mentor a diverse team. We value your strong leadership and commitment to operational excellence, as they are critical to our success in the logistics industry.

As a Customer Support Manager, you will provide excellence by:

People Management

• Oversee and manage the 3 person customer support team, including junior data analyst &, tech support specialist, and customer billing team member to ensure the practical completion of tasks and projects.
• Foster a collaborative, supportive work environment encouraging professional growth and development.
• Work collaboratively to delegate tasks, emphasizing strategic priorities and operational excellence.
• Conduct regular performance reviews and provide constructive feedback to team members.

Process Improvement and Automation

• Develop and implement operational systems to enhance efficiency, streamline processes, reduce operational costs, and improve portfolio performance.
• Identify opportunities for process automation and implement solutions to increase efficiency and reduce manual tasks.
• Develop and maintain comprehensive documentation of customer success processes and workflows.
• Collaborate with the product and engineering teams to resolve customer issues and improve services.

Billing Operations

• Manage Stripe Billing, Recurring Payments & Subscription 
• Coordinate with the finance team to ensure accurate and timely billing and invoicing.
• Oversee the reconciliation of customer invoices, including following up on unpaid invoices and resolving billing discrepancies.

Reporting and Analysis

• Track and report on key performance metrics to senior management, providing insights and recommendations for improvement.
• Utilize tools to monitor customer success metrics and identify trends and areas for improvement.

Customer Communication and Support

• Assist the CSMs with customer onboarding, support and retention as needed
• Address and settle any related issues/disputes from customers
• Develop and maintain strong customer relationships, understanding their needs and providing tailored solutions.
• Create and manage a knowledge base and other customer resources to improve self-service support options.

Requirements

Do you have what it takes to be our Customer Support Manager?

Consider yourself highly qualified if you have:

• Minimum of five years of experience in managing customer support team
• Proven experience in operations management. 
• Excellent leadership and team management capabilities, with the ability to oversee remote teams.
• Working knowledge of performance/operation metrics.
• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, Stripe).
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and team members. Comprehensive knowledge and be able to understand instructions and execute tasks accordingly.
• Experience with Hubspot, Salesforce 
• Experience with Zendesk, Intercom or other customer engagement tools (preferred)
• Ability to think strategically and drive process improvements
• Strong organizational skills and attention to detail.
• Nice to have: experience in the supply chain or logistics industry 
• Previous experience working with remote teams is a plus
• Experience with finance operations using tools like Stripe 
• Must be presently residing in the Philippines

Personal Attributes:

• Exceptional organizational skills, multitasking skills, and attention to detail.
• Analytical thinker with strong problem-solving skills.
• Excellent written and verbal communication skills
• Independent decision-maker, capable of operating under pressure.
• Innovative and proactive, focusing on continuous improvement and operational excellence.
• Knowledge of automation tools and techniques for process improvement.

Expected Work Hours and Time Zone

You are expected to work 40 hours weekly, Monday through Friday, during US MST business hours.