Manager, Customer Support

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. This is a unique opportunity to lead a support team at a support focused company, and showcase our vision for AI first customer service experience. You will be leading a high performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for our customers.

Responsibilities

People management - Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers; Culture - Motivate and ensure the CS team is deeply aligned and committed to Fin's strategy, vision, and core values; CS results - Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization; Building - Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience. This is start up environment and we're constantly testing and learning new things; Cross-functional projects - partner with marketing & sales, and R&D as the voice of CS and our customers; Process - Develop and improve our processes and policies to drive simplicity and results

Requirements

4+ years experience working in a customer support/service capacity - SaaS or technology company highly desired; Minimum of 3 year experience in a role where you directly led and managed a team of people and built a strong team culture; Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers async most of the time; Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings; Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture; Comprehensive knowledge of and interest in the technology industry; Ability to recognize patterns in data and provide recommendations based on those patterns; A sense of optimism, flexibility, resilience, grit, and creativity; Proof of eligibility to work in the United States is required

Nice to have

SaaS or technology company experience; interest in AI

Benefits

corporate bonus program; sales incentive; Restricted Stock Units (RSUs); hybrid working policy