Sr. Manager of Customer Support & Education

About LeapfinLeapfin’s mission is to liberate financial information to empower businesses to make and trust their decisions. The Leapfin Revenue Platform helps IT, Systems, and Finance teams consolidate, standardize, and accurately report their financial data. Leapfin is committed to building a lasting organization with products that our customers value. People at Leapfin are constantly iterating and working together to drive our business forward and ensure our customers are successful.
As the Senior Manager of Customer Support & Education, you will play a crucial role in ensuring exceptional customer satisfaction and maximizing the value customers derive from our products and services.  You will recruit, build and lead a team responsible for providing top-notch customer support, training, and engagement driving customer & partner success, retention and advocacy.  The role involves strategic planning, team management, collaboration across departments, and continuous improvement of support, training and knowledge base processes for our customers and evolving partner ecosystem.

Responsibilities

• Define the Customer Support organization, including processes, metrics and organizational structure
• Act as a primary escalation point to own and address customer issues, initially being the main point of triage and tracking of customer support issues
• Analyze support trends, feedback, and metrics to identify areas for improvement and innovation
• Partner with Customer Experience and Product Management leadership to communicate best practices to Customers and Partners and ensure highest possible performance for their solution
• Own the management and maintenance of the Knowledge Management content in partnership with Leapfin’s Product team leveraging support metrics to identify and prioritize content which will enable a stronger self service customer experience. 
• Build, maintain, and grow internal and external tools to drive highest quality of service, as well as most efficient engagement with customers of different sizes and needs
• Proactively engage with customers to understand their needs, challenges and goals.
• Lead internal special projects at the direction of the VP of CX

Minimum Qualifications

• Experience interfacing directly with Product and Engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases
• 3+ years experience hiring and managing technical support & delivery teams
• Bachelor's degree or equivalent practical experience

Preferred Qualifications

• Experience working with Enterprise-focused applications with a focus on accounting technologies
• Proven track record of building a customer knowledge baseExperience working with global teams and customers
• Experience with a Partner ecosystem for Support and Knowledge Base content and training
• Accounting knowledge
• Experience working in a global 24x7 Customer Support organization, ideally having played a key role in setup and managing the organization
• Expert using ZendeskAnalytical mindset with the ability to derive insights from data and metrics

Why Leapfin?

• Competitive salary and equity compensation commensurate with experience
• Sponsored medical, vision, and dental insurance
• Unlimited paid-time-off and sick daysRemote-friendly work environment
• Rapidly scaling startup with many opportunities for promotion
• Join and be a part of an expanding Customer Experience Leadership Team driving value realization with our customers and partners. 

Leapfin is a Fully Remote WorkplaceTalent has no borders. We welcome both US-based and international applicants and have active team members throughout the world. However, all employees are expected to be online during US business hours (PT, MT, CT, or ET).#LI-Remote
Leapfin is an Equal Employment Opportunity EmployerAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.