THE TEAM & ROLE

We are looking for a dynamic and experienced Manager, Customer Support to lead our dedicated customer support team in North America. You will be responsible for overseeing daily operations, managing a team of support representatives, and ensuring that our customers receive timely, effective, and empathetic support. This role will report directly to our Director of Customer Support.
The SevenRooms CS Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the SevenRooms mission makes it easy to be obsessed with our customers.

WHAT YOU’LL DO

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and collaborative team environment.
• Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.
• Monitor and evaluate team performance through key metrics, providing regular feedback and coaching to support representatives.
• Demonstrate product expertise as the regional Subject Matter Expert, by handling complex or escalated customer issues, partnering with the product and engineering org, and ensuring resolution
• Partner cross-functionally with other departments, including Customer Success and Product, to ensure customer feedback is communicated and addressed.
• Generate and analyze Support data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Contribute to the development and execution of the customer support strategy, aligning it with overall company goals and objectives.