Customer Support Manager

Envoy builds workspace management technology that makes it simple to run secure, compliant, and connected workplaces across every location. Over 16,000 workplaces and properties around the world rely on Envoy to create great experiences for employees and visitors while meeting safety, security, and compliance needs m corporate headquarters and labs to manufacturing sites, Envoy powers the places where people work best together.

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The qualified candidate is a technically savvy customer evangelist ready to lead a highly technical, tenured customer support team & elevate Envoy’s customer experience to new levels. This role is perfect for someone who is passionate about delivering best-in-class support, building new programs & partnerships and growing team members along the way; you’ll escape customer issues/insights to Product/Engineering partners, drive product adoption/conversion with Sales/Success & so much more!

This person must be comfortable in balancing competing priorities in a very fast-paced environment, identifying & executing on multiple projects while ensuring the Revenue organization and end user experience is well positioned. Our ideal candidate is a natural leader with a passion for problem-solving and a deep understanding of both software development and customer service. If you have a strong technical background and a desire to make a meaningful impact, we invite you to apply for this exciting opportunity.

This is an on-site position that requires working 4 days a week (Monday-Thursday) at our Austin, Texas office.

• Lead a high-functioning, technically savvy & quick-witted team - build, manage, and grow the team to address complex queries, collect & track feedback to internal/external stakeholders, and evolve our Support operations.

• Manage staffing and scheduling for the CX team, including on-call rotations, hiring, etc to ensure ample frontline coverage across global time zones.

• Monitor and drive key metrics that ensure the quality of our service – case volume and resolution, issue categorization, backlog management, CSAT and QA. Report on team performance/KPIs on a weekly, monthly, quarterly cadence and provide succinct, actionable insights to the wider team & leadership.

  • Regularly monitor and analyze customer feedback and support metrics to identify areas for improvement and implement solutions to enhance the customer experience

• Identify, develop & translate native metrics & reporting needs from Envoy’s CRM to our BI tool for long-term scalability; identify core metrics needed for both the organization and teammate performance

• Be a product & integrations expert – develop and implement onboarding, training, and ongoing skills growth programs for team members; provide the team with product troubleshooting advice, creative solutions/workarounds, etc

• Navigate escalated customer issues and ensure timely resolution, maintaining a high level of detail, polish & overall customer wellness

• Own the operational quality and embed quality processes into the program - identify areas of opportunity across individual(s) / organization(s) and ship feedback to our cross-functional Marketing, Sales and Engineering/Product partners; implement new process/policy changes accordingly.

• Leverage knowledge of CX industry standards and best practices to manage current systems, as well as explore new tools (e.g. AI) and support channels (e.g. inbound/outbound phone) to meet growing business needs

• Maintain and build upon existing CX team forecasting models to plan for peak business periods and identify cost optimizations

• Drive on new projects/initiatives to improve the B2B customer experience with minimal to no supervision; be able to identify opportunities to uplevel our organization and execute in a detailed, timely and succinct manner.

• Flex across systems/platforms while juggling multiple projects in a fast-paced, exciting working environment

• Conduct regular performance evaluations and provide ongoing coaching and feedback to team members.

• Communicate regularly and effectively with all stakeholders within the team, organization, and beyond; manage and facilitate program and…