# Manager, Customer Support

**Company**: Fin
**Location**: Chicago, Illinois
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $109,000 - $130,000
**Category**: Customer Support
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7960922?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6b6d9cc6-a82

## Description

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.

## Skills

### Required
- customer support
- team management
- communication
- writing
- interpersonal skills
- data analysis
- problem-solving

### Nice to have
- AI
- SaaS
- technology
- customer obsession
- process improvement

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7960922?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)