Manager, Customer Support

About GlossGenius

GlossGenius is building an ecosystem enabling entrepreneurs to succeed.  We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.

Over 75,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one.

About the Role

Our customers are the core of our business, and we’re looking for a Manager to lead, mentor, and guide our incredible phone support team to help our customers achieve their goals. In this role, you will coach and develop the team to ensure the Customer Support Experts are hitting their KPIs and meeting all SLAs. You will monitor the phone queue and advise CX leadership of any customer trends or causes for concern. You will also look for operational and process improvements to help us build a scalable and efficient organization. 

You will report to the VP of Customer Experience and can be based remotely in Canada.

What You’ll Do

• Manage a team of 8-10 customer support experts; ensure they are consistently hitting or exceeding their KPIs and provide coaching where needed
• Handle sensitive escalations for the team, resolve complex inquiries, and drive a positive customer experience for escalated customers
• Help drive operational efficiencies across the Customer Experience organization
• Create weekly reports outlining the state of the queue and team to share with senior leadership
• Partner with Product Experts to communicate updates and improvements to your team
• Keep your team informed of department and company goals and initiatives, surface feedback, and collaborate with cross-functional teams as needed
• Complete QA for team members and support team with questions 

What We’re Looking For

• 3+ years experience managing customer support teams of 6+ individuals
• Experience managing a team of phone support agents
• Proven record of driving results for your team to meet or exceed performance standards while improving the overall customer experience 
• Experience driving solutions for operations and people management challenges

Benefits & Perks 

• Flexible PTO
• Competitive health & dental insurance options, with premiums covered by GG
• Generous, fully-paid parental leave policy
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Home office support
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.