Customer Support Manager
Job Details
Management
Lincoln - Lincoln, NE
Full Time

Looking for your chance to make a real impact?

Firespring, Nebraska's first Certified B Corporation®, is looking for an amazing human to join our team. We’re known for providing marketing, printing and strategic guidance to thousands of brands, businesses and nonprofits in all 50 states and all over the world. Our mission is to accelerate client prosperity so we collectively do more good. 

Please let us know if this position sounds like your dream job.

Job Description

Our client experience teams support thousands of clients on multiple SaaS products including a CMS, email hosting services, email marketing services, DNS hosting services and donor management services. This position is responsible for managing the experience teams - our Client Success website support team and the Managers of First Impressions (MoFI) reception team - to ensure that every client and visitor who interacts with Firespring is provided with a wow-worthy experience, while making sure our teams are following our overall service and support philosophy. This is a highly collaborative position working with clients and internal teams in order to help clients receive exemplary support with the products and services we provide and to help improve our product offerings and processes. 

Tasks and Responsibilities

  • Hire, train, manage and motivate the experience teams to reach stated goals and scorecard measurables.
  • Provide day-to-day supervision to ensure wow-worthy client interactions.
  • Monitor client interactions and provide feedback to team members.
  • Coordinate team members’ daily schedules and out-of-office requests, focusing on adequate coverage for phone, email and chat support.
  • Operate in a player/coach capacity and assist with call handling duties and coverage during peak times.
  • Advocate for product priority decisions for internal and external users. 
  • Conduct weekly departmental meetings.
  • Coordinate goals, objectives and KPIs for members of the experience teams.
  • Facilitate quarterly coaching conversations with each team member.
  • Create and evolve business processes and procedures.
  • Handle escalated calls as needed.
  • Coordinate and manage special projects as needed including new technology rollouts.
  • Develop training documents that help support our team members with new technology and features.
  • Participate in data collection and analysis for performance evaluation, trending, and feedback to other departments.
  • Assist product team by providing insight into industry standards and client needs.
  • Participate in the development of strategies and methodologies to help our clients achieve their desired ROI and see value in the services we provide.
  • Make mission-critical decisions during large outages or heavy impact bugs and communicate to clients during these issues including updating our status page and posting alert messages.
  • Complete account cancellation processes, client domain registration, and other administrative tasks.
  • Collaborate with other departments and team members including Accounting, Engineering, IT, HR and more.

Qualifications

  • At least 2 years experience managing a team and at least 2 years experience working in a customer service environment.
  • Strong understanding of web and SaaS technology and a good understanding of HTML is strongly preferred but not required.
  • Able to communicate information and issues clearly and succinctly with both technical and non-technical users.
  • Ability to work collaboratively as part of a team. 
  • Effective at problem solving and generating creative solutions for clients in order to meet their business needs and requirements. 
  • Ability to learn new concepts, processes or technical knowledge quickly. 
  • Ability to work on multiple tasks simultaneously and reprioritize tasks as necessary.
  • Excellent verbal and written communication skills. 
  • Excellent organization skills. 
  • BA/BS required. 
  • Experience in the nonprofit sector is a plus. Passion for working with nonprofits is a must.

Compensation and Benefits

  • Salary—We recognize that our people are our greatest asset. We reward candidates who wow us by offering competitive pay.
  • Vacation—Paid holidays are a no brainer, but how does unlimited, paid vacation sound? Salaried employees of Firespring are encouraged to take what they need when it comes to time off in order to live their best and healthiest lives.
  • 401(k)—Your parents preached about the importance of saving. Now we’re helping you get it done. Firespring provides professional financial advisors who will help you make a plan and guide your investments.
  • Fun—Millions of people go to work, punch the clock from 8 to 5 and hate every moment of it. That’s not the case here. We prioritize loving your experience here and have a group of people dedicated to creating activities inside and outside the office. To put it mildly, we’re serious about having fun—and it reflects in our work and the relationships too. 
  • Positive Community Impact—When your employer makes it possible for you to contribute to your community on the clock? Win for everyone. Every Firespring team member gets one paid day off each month to volunteer in any way they’d like.
  • Miscellaneous Benefits—Not all benefits are about the Benjamins, baby. Some of the things you’ll enjoy while working here include unlimited soft drinks, tea and beer. If you require a flexible schedule, your manager is all ears. 

Ready to come aboard? Let’s make this happen.

While we genuinely appreciate your interest in employment with Firespring, we can only respond to the most qualified candidates.

Firespring is an EEO/AA employer.

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