Senior Manager, Member Support
Austin
Client Services – Sampling /
Full-time /
Hybrid
As the Senior Manager of Member Support you will lead a team of part time and full time team members dedicated to providing email support to community members of Influenster. You will play a pivotal role in ensuring an exceptional user experience for community members. You will lead a dynamic team, overseeing all aspects of customer support operations, focusing on member satisfaction, issue resolution, and community engagement in order to support our client's goals for User Generated Content.
Join us in shaping the Influenster community, where members discover their next favorite thing. If you are a strategic leader with a passion for member satisfaction, we invite you to apply for this exciting opportunity.
What you'll be doing:
- Team Leadership:
- Lead and inspire a team of customer support representatives, fostering a positive and collaborative work environment.
- Provide guidance, coaching, and training to ensure the team is equipped to handle a variety of user inquiries effectively.
- Member Support Strategy:
- Develop and implement customer support strategies and initiatives aligned with Bazaarvoice's overall goals and objectives.
- Identify areas for improvement and implement proactive measures to enhance the overall user experience including but not limited to software/tooling used for member support.
- Present and lead member support strategy roadmap focused on improving member experience to support client outcomes and operational efficiency
- Process Improvement:
- Continuously evaluate member support processes, identifying inefficiencies, and implementing improvements for enhanced efficiency.
- Collaborate with relevant teams to streamline workflows and optimize the support operation.
- Documentation Management:
- Establish and maintain comprehensive documentation for customer support processes, protocols, and best practices.
- Ensure that documentation is regularly updated to reflect changes in policies, procedures, and product features.
- Community Engagement:
- Develop, execute, and lead initiatives to Increase community engagement Increase lifetime value.
- Increase member retentionImprove member satisfactionIncreased organic content submission.
- Implement feedback mechanisms to gather insights from the community and use them to improve support services.
- Performance Metrics:
- Define and maintain key performance indicators (KPIs) to measure the effectiveness of customer support operations.
- Regularly analyze performance data to identify trends, areas for improvement, and success stories.
- Cross-functional Collaboration:
- Collaborate with product management and product marketing teams to communicate member and member support feedback to prioritize and recommend product improvement initiatives.
- Collaborate with product management and community growth and member acquisition teams to create a cohesive member experience from onboarding through support and in app experience.
- Ensure seamless coordination between member support and operations teams to provide a streamlined sampling campaign delivery experience to support out client value propositions of speed, quality, scale.
Who you are:
- Bachelor's degree in a relevant field
- 7+ years in customer service or related field
- Proven experience in customer support management, preferably in a community-driven environment
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Analytical mindset with the ability to use data to drive decision-making
- Experience in retail industry encouraged
- Experience with managing users of an app and measuring lifetime value of members
- Familiarity with customer support tools and systems. (Experience with Zendesk and Salesforce Preferred)
- Passion for community building and user engagement
- Proficient with Excel
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