Customer Support Manager at Sentz

Role Overview

The Customer Experience Manager will lead the customer service team at Sentz, ensuring that all customer interactions are handled efficiently and effectively. This individual must have prior experience managing a customer service team within a tech startup, with a strong focus on both reactive and proactive customer service approaches. They will be responsible for managing staff rotations, monitoring performance, and leveraging customer data to enhance user satisfaction. The ideal candidate should have strong technical and analytical skills, enabling them to mine, interpret, and act on customer service data to continuously improve processes.

Role Responsibilities:

• Lead and manage the customer service team, including hiring, training, scheduling, and performance management.
• Develop and execute strategies for both reactive and proactive customer service to enhance user engagement.
• Analyze customer service data and trends to identify areas for improvement and propose actionable insights, with strong data mining and interpretation skills.
• Collaborate with product and operations teams to address customer pain points, coordinate feature testing, and enhance the user experience.
• Ensure the timely resolution of customer complaints and queries, maintaining high levels of customer satisfaction.
• Conduct regular team meetings to communicate updates, address concerns, and ensure alignment with company goals.
• Stay updated with industry best practices, emerging technologies, and tools to improve customer experience processes.
• Regularly review ticket data to identify common issues or trends affecting customers, using this insight to propose improvements in product functionality or customer support processes.

What You Need to be Successful in this Role (a.k.a. Qualifications)

• 3+ years of Customer Service Manager experience in a tech/fintech startup or high-growth startup B2B2C and B2C environment.
• Proven success in customer support roles, with experience resolving issues efficiently and improving customer satisfaction. Proficiency with ticketing systems and support software is essential.
• Exceptional communication skills, both verbal and written, to explain complex solutions clearly to customers and communicate customer feedback effectively to internal teams.
• Strong technical understanding of the product or service, with the ability to comprehend and address customers’ technical issues while conveying solutions in a customer-friendly manner.
• Advanced data analysis skills, with the ability to mine customer service data, including tickets, usage patterns, and feedback, to identify trends for product or process improvements.
• Experience organizing team rotations and schedules, with a deep understanding of both proactive and reactive customer service strategies.
• Leadership and analytical capabilities, enabling the management of a customer service team in a fast-paced, dynamic environment, with a focus on continuous improvement.

Technical Skills:

• Proficiency in data analytics tools like Excel, Google Sheets, or SQL for mining customer data.
• Familiarity with CRM platforms and customer service tracking systems.
• Experience with reporting tools like Tableau or Google Data Studio is a plus.