Customer Support Manager

6 months ago

Toronto, Canada OpenPhone Full time

For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why—despite the huge leaps we've taken in design and usability—does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.

We're a new type of business phone with a mission to help people communicate better and be more productive.

We're backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we're excited that our customers have rated us the #1 VoIP Provider on G2.

OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. And after earning over 25,000 happy customers and 56M in funding in just four years, it's safe to say we're onto something big.

Do you love growing and mentoring a team? Do you love creating workflows and automated processes? Are you passionate about using data to drive strategic decisions? Do you thrive in autonomous, fast-paced environments? Do you want to make a major impact at a high-growth startup?

We're seeking an exceptional Support Manager to join as a member of our support team. In this role, you will play a pivotal part in shaping and driving the strategy and success of our support team. Additionally, you will oversee our vendor operations program This leadership position requires not only an experienced Support Manager but also someone capable of elevating their responsibility to oversee a vendor program.

**Responsibilities**:
**1. Support Operations and Data-Driven Strategy**:

- Utilize data analysis and insights from our ~50K customers to inform and develop support strategies that align with company objectives and enhance customer experiences.
- Design and optimize support processes and workflows to accommodate the growth and scalability of the support team, ensuring efficient and effective support delivery.

**2. Coaching and Team Development**:

- Provide hands-on coaching and guidance to support representatives, leveraging data to identify strengths and areas for improvement.
- Foster a culture of continuous learning and professional development within the support team to drive individual and collective success.
- Define career development paths and succession planning to cultivate a high-performing, motivated support team.

**3. Vendor Program Management and Data-Driven Partnerships**:

- Oversee the vendor program, managing relationships with external vendor partners and aligning their performance with company expectations.
- Utilize data analysis to assess vendor performance, ensure adherence to service level agreements (SLAs), and drive improvements in the vendor program.
- Collaborate effectively with vendor partners to ensure seamless integration with the internal support team and optimize the overall support experience.

**4. Cross-Functional Collaboration**:

- Collaborate closely with Support Team Leads, the Head of Support, and other key stakeholders to align support operations with broader company objectives and initiatives.
- Partner with product and engineering teams to provide customer feedback and advocate for product improvements based on support insights.
- Work collaboratively with marketing and sales teams to ensure consistent messaging and a seamless customer experience across all touch points.

**Qualifications**:

- 5+ years of experience in support operations or support leadership roles
- Proven track record in developing data-driven support strategies, optimizing workflows, and driving process improvements.
- Advanced proficiency with support tools like Zendesk or comparable help desk solutions.
- Exceptional data analysis and reporting skills, including expertise in SQL and other data analysis tools.
- Strong leadership skills with experience in building, developing, and inspiring high-performing teams.
- Demonstrated ability to manage vendor relationships and optimize external partnerships.
- Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
- Strong organizational skills, with a focus on building internal documentation and guides that scale with the team's growth.
- Bachelor's degree or equivalent experience.
- Excitement about being part of an early-stage company and the opportunity to make a significant impact.

As a fully remote company, we thrive asynchronously as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.
- We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discrimina

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