Customer Support Lead

April 16

Manychat

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We help businesses grow by building meaningful relationships with their customers.

Facebook Messenger • Bot Creation • Bot Marketing • Bot Subscribers • Messenger Marketing

51 - 200

💰 $18M Series A on 2019-04

Description

• Build and lead the team of Customer Support Agents in the LATAM region • Be a part of the global Leadership team and contribute to the success of the whole Customer Support department (40+ people and growing) • Become a power user of Manychat and acquire a thorough understanding of our product and internal systems • Help your direct reports with the toughest cases and escalations • Empower the Support Agents with coaching best practices to strengthen their performance and report progress to the Head of Support regularly • Work closely with the Support Leads and other teams to define workflows, practices, and standards to ensure that Support agents can deliver fast, reliable, and accurate customer support globally, aligned on a common vision • Run multiple projects simultaneously in an autonomous environment

Requirements

• 3+ years of experience in people management leading 5-15 direct reports. SaaS, PLG, or Enterprise background is a plus • Fluency in English and Spanish • Strong servant leadership style and empathy • High level of autonomy and handling ambiguity • Above-average level of data analysis and reporting • Ability to collaborate cross-functionally to understand business requirements and translate them into effective solutions or suggestions • Team-first mentality, with an unmatched level of support for teammates • Ability to work in a fast-paced environment and learn quickly • Ability to travel up to 30% of the time

Benefits

• Professional development budget for relevant conference tickets, training programs, or courses. • Flexible benefits plan to choose the perks that fit your needs. • Health insurance, including dentistry, psychology sessions, nutrition consultations, surgery, and travel assistance.