Customer Support Manager Details

Customer Support Manager

Convene - New York, NY

Employment Type : Full-Time

We're seeking a Virtual Customer Support Manager to join our Customer Success Team. The Virtual Customer Support Manager will report directly to the Director of Customer Operations.

What You'll Do:

As a Virtual Customer Support Manager, you will provide leadership and operational oversight to the day to day Customer Support Operations for our digital product line, ensuring prompt and excellent service is given to our members. Our Customer Success Organization is still at its infancy and we are looking for a highly-motivated individual to take what has already been built and spearhead evolving our processes into long-term, scalable standards as we look to expand our Virtual Meetings product in 2021 and beyond. You will be charged with building this team, vetting high-growth staffing solutions, implementing success metrics, and utilizing technology to support processes.

Our goal is to provide our members and guests with an exceptional experience, supported by best in class technology and elegant office design. The work you do will ensure we can continue to exceed expectations when technical or product support is needed.

• Provide leadership to Chat Support Agents, On-site Virtual Operators, and Internal Stakeholders
• Evaluate and review technology enhancements to drive scalability efficiency within the chat support and break out room support teams
• Review staffing options to help Convene scale this function in an efficient and cost effective manner
• Monitor ticket queues to ensure appropriate action is taken for each ticket type that adhere to our company's Service Level Agreements (SLA)
• Assign and triage tickets to Agents as needed in a timely manner to support our Company's Service Level Agreements
• Screen for and interview new candidates as we scale our support organization
• Build and facilitate systems training for Support Agents and On-Site Property Technicians during New Opening onboarding
• Manage tickets that require supervisory support and own the escalation process through to completion
• Be flexible and adapt with the growth/direction of the company
• Actively report Engineering and Product escalations based on member feedback to ensure continuous enhancements are made to our evolving Building Platform

What We Look For:

Strong desire to work in a fast-paced, evolving environment

• Degree preferred, 3-5 years of contact center / support experience at the manager level
• Proficiency with Zendesk and similar Customer Engagement Tools
• Proficiency with Wordpress.
• Experience with QA testing and/or end user support
• Ability to build relationships and motivate people and teams
• Excellent organizational skills & interpersonal skills.
• Strong understanding of SaaS products and systems
• Basic familiarity with iOS & Android platforms

Who We Are:

Convene designs and services premium places to work, meet, and host inspiring events. Through strategic partnerships with prominent commercial landlords, Convene operates a network of hospitality-driven locations in Class A office buildings across major cities. Convene has raised $260M in equity funding to date, and has been named one of America's 100 Most Promising Companies by Forbes and a Best Workplace by both Inc. and Fortune Magazine.

For more information: Take a peek into Convene's NYC headquarters and learn more about our award-winning culture in NASDAQ's Cultural Capital web series, take a tour of our largest location, and read a case study on how Convene has reinvented commercial real estate.

Recent Accolades

• Certified Great Place to Work® 2017-2020
• 2019 Fortune Magazine #7 Best Workplace in New York
• One of Inc. Magazine's Best Workplaces 2018
• 2018 Fortune Magazine Best Small & Medium Workplaces U.S.
• 2017 Fortune Magazine #11 Best Workplace in New York
• One of LinkedIn's Most In-Demand Startups
• One of Forbes Most Promising Companies
• One of Crain's New York Fastest Growing Companies

We're Here For You:

At Convene, you'll receive:

• Excellent health coverage for you and your family
• Medical and insurance navigation support
• Generous paid time off, including an extra day off during the month of your birthday
• 401K match
• Discounts on phone plans and gym memberships
• Professional development support
• Access to healthy meals and snacks at work

Convene is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives.

To all recruitment agencies: Convene does not accept agency resumes. Please do not forward resumes to our jobs alias or any Convene employees. Convene is not liable to pay fees for any unsolicited resumes received.