Manager, Customer Support

Job Title: Manager, Customer Support

We are seeking a highly motivated and experienced Manager, Customer Support to join our team at Fin. As a Manager, Customer Support, you will be responsible for leading a team of Technical Support Specialists and Technical Support Engineers, managing all aspects of delivering an exceptional customer experience for our customers.

Responsibilities:

• Lead a high-performing team of Technical Support Specialists and Technical Support Engineers
• Onboard, develop, coach, and lead a team of ~10 inboxing teammates
• Promote a team culture of belonging and of owners and problem solvers
• Motivate and ensure the CS team is deeply aligned and committed to Fin's strategy, vision, and core values
• Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization
• Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience
• Partner with marketing & sales, and R&D as the voice of CS and our customers
• Develop and improve our processes and policies to drive simplicity and results

Requirements:

• 4+ years experience working in a customer support/service capacity
• SaaS or technology company highly desired
• Minimum of 3 year experience in a role where you directly led and managed a team of people and built a strong team culture
• Strong communication / writing skills and interpersonal skills
• Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings
• Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture
• Comprehensive knowledge of and interest in the technology industry
• Ability to recognize patterns in data and provide recommendations based on those patterns
• A sense of optimism, flexibility, resilience, grit, and creativity

Benefits:

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

Policies:

• Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.