Manager, Customer Support

About the role

Fin is on the lookout for an experienced leader to oversee our technical support team and enhance our AI-powered customer service platform. In this role, you will guide a dedicated group of specialists and engineers, while also shaping the support strategy to cater to our diverse global user base. Your leadership will be crucial in driving customer satisfaction and operational excellence. You will own the end-to-end lifecycle of the support organization, setting the strategic vision that aligns with the company's product roadmap. The position requires you to build a high-performing culture where feedback is welcomed and proactive problem-solving is the standard. You will be responsible for ensuring that our support operations reflect the innovative nature of our AI technology. Success in this role will be measured by your ability to scale the team while maintaining exceptional service standards. You will play a key part in bridging the gap between technical products and customer needs.

Key facts

What you'll do

• Lead and mentor a team of around 10 customer support specialists, ensuring they are well-equipped to handle inquiries and challenges.
• Cultivate a supportive team environment that emphasizes ownership, collaborative problem-solving, and inclusivity.
• Monitor and evaluate team performance against critical metrics, such as response times and customer satisfaction scores, to ensure high-quality service delivery.
• Design and enhance workflows to streamline processes and elevate the overall customer experience.
• Act as the liaison between the customer support team and other departments, including marketing, sales, and research and development, ensuring customer feedback is integrated into broader business strategies.
• Establish and implement internal policies and procedures aimed at boosting operational efficiency and effectiveness.
• Analyze customer support data to identify trends and areas for improvement, translating insights into actionable strategies.
• Conduct regular one-on-one meetings with team members to provide feedback, conduct performance reviews, and support professional development.
• Manage performance improvement plans for team members as needed, fostering growth and accountability.
• Stay updated on industry best practices and emerging trends in customer support and technology to continually enhance team capabilities.

Requirements

• A minimum of 4 years of experience in customer support or a related service role, ideally within a SaaS or technology-focused organization.
• At least 3 years of experience in a managerial position, with a strong emphasis on team culture development and leadership.
• Demonstrated success in managing teams to achieve specific performance targets and metrics.
• Experience in conducting one-on-one meetings, performance evaluations, and implementing performance improvement plans.
• Exceptional written and verbal communication skills, with the ability to collaborate effectively in a global, asynchronous environment.
• Proficient in analyzing data trends and providing actionable insights to enhance service delivery.
• Must have legal authorization to work in the United States.

Nice to have

• Familiarity with AI-driven customer support technologies and platforms.
• Experience in developing training programs for customer support staff.
• Knowledge of customer relationship management (CRM) tools and their application in support operations.
• Previous experience in a fast-paced startup environment.
• Understanding of customer journey mapping and user experience principles.

Skills & tools

• Proficient in people management and team development strategies.
• Strong analytical skills with a focus on data interpretation and trend analysis.
• Expertise in SaaS support operations and best practices.
• Leadership capabilities in managing technical support teams effectively.
• Competence in cross-functional project management and collaboration.

Practical notes

• The compensation package includes a competitive salary, equity options, and eligibility for corporate bonuses or sales incentives.
• Benefits offered encompass comprehensive medical, dental, and vision insurance, a 401k plan with company matching, flexible paid time off, and paid parental leave.
• Fin maintains a neutral stance on social and political issues, allowing the team to concentrate on core business objectives and values.

Join us at Fin and play a role in transforming customer support through innovative solutions and exceptional service delivery. If you are about leading teams and enhancing customer experiences, we would love to hear from you!