Customer Support Manager, Tier 1 (offline)

As a manager in the Customer Care Team, you are responsible for coaching members of the Tier 1 Customer Support and Care team to ensure fast and accurate response to customer inquiries. This role is a client-facing role that will lead and encourage the team to excel in customer service supporting our client values in all interactions.

What you'll be doing:
Serve as line manager, mentor, and coach for Client Support Tier 1 Team members
Oversee team staffing, ensuring that the correct skill sets and personalities are represented in order to maximize team effectiveness
Organize and plan Tier 1 shifts to provide 24/7 coverage
Demonstrate team value to the business through both the definition and measurement of quarterly objectives
Collaborate with all members of the Client Support Team to ensure an effective support environment for our clients
Define and improve processes related to the support of our clients and the supporting environments
Create and share metrics and reporting that highlight support workloads, trends and concerns
Drive continual improvements in the support process, overall production quality, and innovation
Communicate with customers over email, chat, and phone
Become a Bizzabo product expert and provide to customers best practices on product usage.
Bring your creative thinking, strategies, and ideas to advance Bizzabo’s growth

Who you are:
Minimum of 4 years experience in support management with client facing experience in a SaaS company, managing a team of at least 5 support reps,
Have excellent verbal and written communication skills in English - A MUST
Familiar with Zendesk or Freshdeck and Jira
Someone who enjoys talking to people
A great communicator who can easily explain complex issues
Have a customer-focused attitude and put customers first in all interactions
Goal-oriented, motivated, and able to adapt quickly
High level of organization and great attention to detail
Uses a great sense of humor to overcome any obstacle