Customer Support Manager

Description:

The Customer Support Manager at RaiseRight is responsible for providing day-to-day leadership and operational support to Customer Support teams while contributing to long-term strategic planning. This role works cross-functionally with internal teams to continuously improve the customer experience, develop and implement training programs, and support the adoption of new technologies and process improvements across the Customer Support function. This role is a great fit for someone who is energized by sustaining a strong team providing great customer experience and also finding new ways for the team to innovate and develop.

What You’ll Do

• Lead and oversee Customer Support processes, build schedules to ensure proper staffing levels, ensuring operational efficiency, and continuous improvement
• Handle complex customer situations and customer escalations
• Develop, coordinate, and lead training programs for new Customer Support team members
• Train existing Customer Support team members on platform enhancements, new technologies, and updated tools or processes
• Act as a customer advocate through cross-functional collaboration with Product, Marketing, and Engineering teams on the prioritization of bug fixes, development, testing, and rollout of new technology and system enhancements
• Serve as a liaison between the Information Technology (IT) team and Customer Support, including:
  • Monitoring IT helpdesk tickets relevant to Customer Support operations
  • Identifying, documenting, and assisting with the prioritization of system bugs and support-impacting issues
  • Supporting testing and validation of new technology and enhancements to existing systems
• Act as a subject matter expert on all customer-facing websites, platforms, and Customer Support tools
• Compile, analyze, and publish customer touch point metrics such as phone, email, and chat
• Partner with Engineering to define and implement use cases for AI and automation initiatives to streamline internal Customer Support processes
• Provide regular performance feedback, coaching, and guidance to team members to maintain high levels of performance and customer satisfaction
• Perform additional duties and projects assigned by leadership

Requirements:

What You’ll Bring

• Curiosity and proven problem-solving skills with the ability to analyze issues and develop effective solutions
• Demonstrated sound judgment and decision-making abilities
• Prior people management or team leadership experience
• Strong written and verbal communication skills, including active listening
• Ability to collaborate effectively with cross-functional teams across the organization
• Proficiency in a variety of computer and web-based applications- we use Zendesk, Goto, and other internal tools
• Working knowledge of office productivity tools, including Microsoft Excel and PowerPoint
• Change management skills to employ as our company continues to evolve and grow
• Willingness to work Eastern time zone hours along with the team
• Willingness and ability to travel quarterly for in-person team meetings in Grand Rapids, MI

Nice To Have:

• Previous experience building and delivering onboarding training for new team members or new training designed as part of continuous improvement
• Previous experience as a people manager of a customer support, sales, account management team
• Proficiency with Zendesk

Why Join Us?

• Impact local communities with your work, empowering nonprofit organizations, community groups, and families in their fundraising efforts
• Employ your curiosity to find new ways for the team to innovate in this role
• Work on a significant scale, as RaiseRight works with over 1,000 brands and over 2 million transactions a year
• Enjoy our competitive salary and benefits package, with medical, dental, vision insurance and more, as well as 401(k) matching and profit sharing
• Be part of our collaborative and inclusive company culture