Senior Manager, Customer Support

Remote /
Customer Success /
Full Time
What we need:
Passionate about customers? Love developing talent, delivering highly satisfying experiences, and being part of a growing organization? We are looking for a Senior Manager who can take ownership of a talented team of Product Support Representatives and bring the organization to the next level.  You will be responsible for defining and maintaining support KPI’s, setting staffing levels, and most importantly delighting our customers.

 
Who you’ll work with:
You will be working with a strong, distributed Support team and reporting to the VP of Customer Success. 

What you’ll do:

    • Lead, develop and grow a team that currently has 6 Product Support Representatives
    • Foster and develop a team-first culture and customer-focused mindset.
    • Own the delivery of a world-class customer support experience via in-app chat, phone, and email, with an emphasis on thoughtful, human interactions.
    • Measure, monitor, and surpass customers' satisfaction goals while maintaining best-in-class support KPIs.
    • Develop and execute quality improvement strategies cross-functionally, leveraging multiple data sources for reporting.
    • Translate customer feedback into actionable insights delivered to the product and engineering teams.
    • Ensure appropriate staffing models and coverage requirements are consistently met for a 24/7/365 support team.
    • Ensure we are consistently beating our 5-minute response time SLA
    • Continuously evaluate the market to ensure we are embracing best-of-breed strategies and technologies around customer support

What we’re looking for (you!):

    • 3+ years of experience managing a 24/7/365 support team of at least 10 representatives.
    • Strong managerial skills including personnel development, conflict resolution, escalation management, and organizational planning.
    • Prior experience working in a technology solution selling to law firms or legal counsel preferred.
    • Strong communication skills
    • Ability to work from home in a distraction-free environment with stable internet access.
Why us? 😍
Join for the amazingly talented and kind people. Stay for the massive customer and market impact. Read what our employees & customers have to say, and be sure to watch this quick explainer video. We're 100% remote/distributed, and staying that way! Our benefits are best in class. And our perks, including $1k/year for WFW (Work From Wherever), company off-sites (see photos), half-day Fridays, and killer SWAG make working @ Logikcull even better.



Logikcull is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military, and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law. All employment is decided on the basis of qualifications, merit, and business need.