New Customer Support Manager

Manage day-to-day operations for the support team, including monitoring channel volume, drivers, and satisfaction metrics. Ensure the team has clear goals and direction that can be measured and evaluated to improve the customer experience continuously. Create a culture of accountability that is known for continuously raising the bar to deliver exceptional customer experiences that delight customers. Hire, mentor, and retain team members who are high achievers and motivated to drive customers to value. Work cross-functionally to highlight successes and struggles that inspire other teams on ways to improve the customer experience and supportability of our product. Be a trusted escalation point for customers to accelerate resolution of high-priority needs, partnering cross-functionally to find creative solutions that lead to positive customer outcomes. Partner with Enablement and Customer Education to ensure our customer-facing knowledge enables customer self-service while also building our internal knowledge repository to drive consistency in resolution for common troubleshooting.