Manager, Customer Support

🕒 il y a 1 mois

🏄 California – Distant

🏄 California – Remote

💵 $94 000 - $117 500 / an

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

💝 Support Client

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Juniper Square

Site WebLinkedInTous les Emplois

201 - 500 employés

💸 Finance

🏠 Immobilier

☁️ SaaS

💰 €75 000 000 Series C en 2019-11

Finance • Real Estate • SaaS

Juniper Square est une entreprise qui propose une plateforme complète et des solutions adaptées aux partenariats d'investissement privés. Fondée en 2014, l'entreprise se concentre sur la facilitation d'une connexion et d'une communication fluides entre les associés commandités (GPs) et les associés commanditaires (LPs) tout au long du cycle de vie de l'investissement. La technologie de Juniper Square est spécialement conçue pour soutenir les entreprises de l'immobilier commercial, du capital-investissement et des sociétés de capital-risque de toutes tailles. La plateforme offre des services tels que l'administration de fonds, la collecte de fonds, la gestion des investisseurs, la conformité et le reporting aux investisseurs, le tout visant à améliorer la transparence, la gouvernance des données et l'expérience globale des investisseurs.

Description

• Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square • Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals • Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team • Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along • Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes • Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc) • Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues • Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience • Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality

🎯 Exigences

• 2+ years of management experience with a demonstrated track record of leading teams through meaningful change • Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success • Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square’s products and customers for the team • Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into an high team engagement • Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement • Excellent communicator with strong interpersonal skills • Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage

🏖️ Avantages

• Health, dental, and vision care for you and your family • Life insurance • Mental wellness coverage • Fertility and growing family support • Flex Time Off in addition to company-paid holidays • Paid family leave, medical leave, and bereavement leave policies • Retirement saving plans • Allowance to customize your work and technology setup at home • Annual professional development stipend