Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85.6k - $107k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sprout Social, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

📣 Marketing

☁️ SaaS

🌍 Social Impact

Marketing • SaaS • Social Impact

Sprout Social, Inc. is a leading provider of social media management solutions. The company offers a comprehensive platform that enables businesses to streamline their customer care, enhance community management, and drive marketing efforts across various social media channels. With features like engagement, publishing, analytics, and social listening, Sprout Social helps organizations uncover trends, gather insights, and amplify their brand awareness. Their platform integrates AI and automation to improve efficiencies and personalize customer care. Additionally, Sprout Social offers influencer marketing and employee advocacy tools to enhance social reach. Trusted by over 30,000 brands and recognized for its top-tier software products, Sprout Social caters to enterprises, agencies, and small to medium businesses, providing innovative solutions to maximize the impact of social media strategies.

📋 Description

• Integrate newly acquired support teams by building relationships with engineering, sales, and success and establishing processes and knowledge repositories • Lead a group of individual contributors through a Diversity, Equity and Inclusion lens • Oversee coverage needs, team capacity, performance, growth, and qualitative and quantitative KPIs • Identify operational risks and lead real-time response plans • Develop and manage scalable support processes and centralized knowledge repositories • Cultivate relationships with account and engineering teams to drive positive changes • Collaborate across the leadership team, Support organization, and Sprout to drive the voice of the customer • Conduct performance check-ins, coaching conversations, and career development discussions • Provide routine reporting on team performance, blockers, and opportunities • Establish feedback loops with Engineering leadership for technical escalations and product development • Project manage initiatives improving customer and employee experiences • Contribute to strategic planning and forecasting to ensure appropriate support capacity • Maintain healthy queue performance, meet or exceed SLAs, and scale support coverage with business growth

🎯 Requirements

• 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support • 1+ years of experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding • Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team • Experience managing support tools such as chat/ticketing platforms and CRMs • Experience with Zendesk and/or Salesforce is a plus • Experience leading complex cross-functional initiatives is preferred • A technical background or degree, such as CS or IT, is preferred • Strong internal and external communication skills with natural empathy for customers and employees • Proficiency with social media and emerging AI technologies • Must be eligible to work in the United States; Sprout Social participates in E-Verify in certain locations

🏖️ Benefits

• Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents • Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources • 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match) • 100% employer-paid Life and Disability insurance • Flexible PTO policy • Additional company-wide Rest & Recharge days throughout the year • Up to 16 weeks of paid parental leave • $1,000 USD annual Lifestyle Spending Account • One-time $550 USD home office setup stipend • Monthly $50 USD internet stipend • 16 hours of paid volunteer time annually • $100 annual match for charitable donations • Pre-tax commuter benefits • Subsidized child/eldercare through Care.com • Discounted pet insurance through Figo • No-cost personalized financial wellness support through Your Money Line • Remote work flexibility in the United States