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6 Oct 2020
Full-Time Senior Manager of Client Experience
Job Description
Be a key contributor to an exciting software company!
CareerPlug provides innovative recruiting and HR software for over 10,000 growing companies. Our applicant tracking and retention platforms help companies make better hires to have the right people in place to build a successful business.
We believe that people are the heart of our business and are committed to building one of the best places to work — anywhere. To us, that means putting care and purpose into our hiring process, providing meaningful development and training opportunities for our team members, and living our core values every day.
CareerPlug is proud to be an equal opportunity employer committed to fostering a diverse team. Our leadership takes responsibility for creating a safe and welcoming environment built on inclusion and respect for all.
Who are we looking for?
We are looking for an experienced customer support/service professional to lead our team of issue resolvers and strategic advisors (we call them “Hiring Experts”) for all of our 12,000+ clients.
You will transform our current Client Support Team into a high caliber team of Hiring Experts, working toward less transactional Tier 1 support and more toward strategic advising of clients to ensure their hiring and employee retention goals are achieved.
The Hiring Expert team is the single source of inbound and outbound 1:1 interactions with the entire client-base. You will be responsible for scaling delivery of service to match the growth of our client-base and product offerings, participating in the improvement of our new client onboarding experience and renewal functions, eventually requiring fewer 1:1 interactions and specialized roles.
Reporting to the Sr. Director of Client Experience, you will be responsible for orchestration of all parts of 1:1 interactions to create successful outcomes for our client base. You will also be responsible for developing, managing, and administering service level management best practices to ensure an exceptional client experience.
You’re right for this role if you are passionate about transforming the existing Support team and their work into a fully realized vision of being a team of strategic Hiring Experts, arranging all the moving parts in harmony.
Specific Responsibilities:
- Build the team, tools and processes required to help drive successful outcomes for our client base
- Organize, oversee, and assume responsibility for Hiring Expert Team operations including 2-3 inbound case channels, daily personnel activities, schedules, training, and other admin duties
- Collaborate with the other teams to reduce Tier 1 case volume and transform the types of inbound cases into Tier 2 and strategic advisory interactions
- Extract, analyze and trend case volume data, telling stories and influencing product development and training strategy to reduce # of cases per active user
- Resolve client problems and concerns; Be the final escalation point for the Hiring Expert Team
- Hire, lead, manage, coach, hold accountable and provide direct feedback to all team members
- Maintain and optimize all tools and technology used by the Hiring Expert Team
- Develop a culture of client advocacy within CareerPlug by serving as the voice of the client
Qualifications:
- 5-8+ years providing technical software support, ideally in a B2B setting
- 2-3 years managing/supervising in a technical support environment
- Ability to effectively lead a team in an evolving, changing business
- Ability to work across functional areas (development, customer success, implementation, etc.) within the organization
- Expert customer service skills
- Expert understanding of support tools, operations, and best-practices
- Knowledge of budget management and projection skills
Compensation: This role pays $85,000 base salary with an additional $15,000 annual bonus (paid out quarterly based on company revenue and team goal attainment) for a total on-target compensation of $100,000.
A note on COVID-19 & Remote Work:
As of March 2020, our Austin-based team has been working fully remote. We have transitioned to a Remote First company forever and will have a reduced office space in Austin in the future (earliest Summer 2021 depending on current health & safety guidelines). This role may be filled by either an Austin resident or as a fully remote role for any U.S.-based candidate.
How to Apply
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