Description
Job Title: Manager, Customer Support
Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
We're looking for a motivated, independent operator, who is comfortable wearing multiple hats and is energized by constant change. The ideal candidate will have exceptional customer service skills, solid technical experience, an interest in AI and proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization.
As a company we are majorly focused on AI so we hope you’ll be excited about the way AI is changing the customer support world and experience for our customers.
Responsibilities
- People management: Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers
- Culture: Motivate and ensure the CS team is deeply aligned and committed to Fin’s strategy, vision, and core values
- CS results: Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization.
- Building: Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience.
- Cross-functional projects: Partner with marketing & sales, and R&D as the voice of CS and our customers.
- Process: 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. You will be leading and collaborating with your global peers async most of the time
- 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
We are a well-treated bunch with awesome 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.