Customer Support Team Manager

At Kixie, we're revolutionizing how sales teams connect with their customers through cutting-edge voice and SMS technology. By integrating seamlessly with leading CRMs, we empower sales and support teams to work smarter, communicate better, and achieve more - all in less time.

We pride ourselves on fostering a collaborative, innovative, and supportive environment, where every team member’s contribution is an impact to our success. If you're someone who thrives on challenges, finds joy in solving meaningful problems, and seeks to be part of one of the fastest-growing B2B startups, then Kixie is where you belong!

Currently, we are looking for a Customer Support Team Manager to join our team.

• Oversee the daily operations of the customer support team, ensuring prompt and effective responses to customer inquiries and complaints across multiple channels (phone, email, chat, social media). This includes managing team schedules, assigning tasks, and monitoring performance metrics, and managing software efficiency.
• Develop and implement strategies to enhance the overall customer experience and satisfaction. This may involve implementing new customer service tools, improving response times, and creating self-service resources.
• Provide ongoing training, coaching, and motivation to the customer support team, equipping them with the necessary skills and knowledge to deliver exceptional service. This includes product knowledge training, communication skills development, and conflict resolution techniques.
• Monitor customer feedback and analyze customer support trends to identify areas for improvement and implement corrective actions.
• Manage customer escalations and resolve complex customer issues in a timely and professional manner.
• Collaborate with other departments, such as product, sales, and marketing, to ensure a seamless customer experience.
• Hire top talent for the growing Customer Support Specialist and Technical Support Representative teams, targeting candidates that align with company culture and goals.

• Excellent Communication: Ability to clearly and effectively communicate with customers, team members, and other stakeholders, both verbally and in writing. This includes active listening, clear articulation, and the ability to adapt communication styles to different audiences.
• Problem-Solving: Ability to quickly identify customer issues, analyze root causes, and develop effective solutions. This includes critical thinking, resourcefulness, and the ability to think outside the box.
• Empathy and Emotional Intelligence: Ability to understand and respond to customer needs and emotions with compassion and sensitivity, even in challenging situations. This includes active listening, patience, and the ability to de-escalate conflicts.
• Organizational and Leadership: Ability to develop policies, manage operations, and lead a team effectively. This includes delegation, time management, and the ability to motivate and inspire others.
• Adaptability and Resilience: Ability to work well under pressure, handle challenging situations with composure and professionalism, and adapt to changing customer needs and business priorities.
• Technical Aptitude: Familiarity with customer support software, CRM systems, telephony industry and standards, ability to learn and understand different software.
• Data Analysis: Ability to collect, analyze, and interpret customer support data to identify trends, measure performance, and drive improvements.

• Key Performance Indicators
• Customer Satisfaction (CSAT)
• Median Response Time
• Time to Resolution
• 360 reviews
• Net Revenue Retention

• 3+ years of experience in a customer support or service management role
• Proven track record of leading and managing a customer support team
• Experience in developing and implementing customer support strategies and processes
• Strong understanding of SaaS products and services
• Excellent communication and interpersonal skills
• Ability to build strong relationships with customers and other stakeholders
• Experience in using customer support software and tools
• Experience in analyzing customer support data and metrics
• Ability to work independently and as part of a team
• Experience in a fast-paced, high-growth environment

• Comprehensive medical, dental, and vision insurance
• Unlimited paid time off (PTO), sick leaves, and paid holidays
• A pet-friendly office so your furry friends can be part of your workday
• Complimentary parking in our secure garage
• Opportunities for career development and continuous learning
• A collaborative, dynamic, and supportive team environment