Customer Support Team Manager

Title: Customer Support Team Manager

Location: Anywhere in the U.S. (Remote)

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting and the job description below feels like a fit we really should start talking.

What you’ll do:

• Intentionally grow an exceptional customer support team
• Serve as a mentor to leads and frontline agents alike, providing coaching around career growth and sharing candid feedback that retains our top talent by keeping them learning and growing
• Ongoing workforce management and capacity planning, including coordination with a high-quality third-party support provider
• Take ownership of agent performance, ticket quality scores, and consistent customer service experiences
• Proactively provide regular reporting around our team’s KPI’s, to help guide improvements for both individuals and the team as a whole
• Leverage customer insights, or the Voice of the Customer, to effectively partner with cross-functional teams and advocate for the customer experience at BetterUp
• Collaborate cross-functionally to support new and emerging product offerings, as well as internal function customer support is a key player
• Partner with our Customer Support Operations teammates to identify and implement process improvements that bring greater efficiency as we scale
• Partner with our Support Content & Enablement teammates to maximize the value they bring to our Customer Advocates and customers
• Collaborate in building a proactive customer support strategy
• Jump into front line support without hesitation; you understand the value of staying close to the work of your team
• Be an incredible advocate for the team, and for our customers

If you have some or all of the following, please apply:

• 3+ years leading customer support, service, and/or experience teams
• 2+ years providing frontline customer support or service
• Experience managing 10+ direct reports
• You thrive in a fast-paced, startup environment
• A passion for mentoring others in their career growth and development
• Demonstrated success in working collaboratively with a wide variety of business stakeholders
• Experience strategizing around proactive support
• Strong analytical skills and the ability to use data to drive recommendations

Benefits:

At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community.

• Access to BetterUp coaching; one for you and one for a friend or family member
• A competitive compensation plan with opportunity for advancement
• Medical, dental and vision insurance
• Flexible paid time off
• Per year:
  • All federal/statutory holidays observed
  • 4 BetterUp Inner Work days (https://www.betterup.co/inner-work)
  • 5 Volunteer Days to give back
  • Learning and Development stipend
  • Company wide Summer & Winter breaks
• Year-round charitable contribution of your choice on behalf of BetterUp
• 401(k) self contribution

We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out we encourage everyone interested in joining us to apply.

BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At BetterUp, we value your privacy. Your personal data will be processed in accordance with our Privacy Policy. If you have any questions about the privacy of your personal data or your rights with regards to your personal data, please reach out to support@betterup.co

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