Manager of Customer Support (Remote)

We are looking for an experienced and dedicated Support Leader who has been a part of a high-growth SaaS company. This person will help define department goals and areas for growth. Their team will work with customers from many different roles within the Fleet industry, including Fleet Managers, Shops, Drivers, and Technicians. We are looking for someone who prides themselves on customer satisfaction, has a mindset of driving efficiency, and will serve as a mentor.

As a support manager, you enjoy leading a team to achieve maximum customer satisfaction, mentoring remote employees, and improving processes for efficiency and the customer's experience. This position is essential to the company’s success. Remember to mention coffee in your application, so we know you read this.

What's Fleetio

Fleetio (pronounced "flee-tee-oh”) is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. Transportation technology is a hot market, and we’re leading the charge, with raving fans and new customers signing up daily.

What makes us special, you might ask? We’ve been remote-friendly since 2012 and have won Birmingham Alabama’s Best Places to Work four years in a row. We have over 200 employees all over the United States, Canada, and Mexico. We raised a $21M Series B in late 2020 and have over 4,700+ paying customers in 70 countries. We’re on an exciting trajectory as a company and we’re ready for you to join us.

More about our product and company:

• Fleetio product overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• Our careers page: https://www.fleetio.com/careers
• Check out our excellent rating on Glassdoor (i.e., people love working here): https://www.glassdoor.com/Reviews/Fleetio-Reviews-E1745407.htm

What you'll be doing

• Manage day-to-day operations for the support team
• Oversee the documentation team to enhance our customer education through our knowledge center
• Ensure the team has clear goals and direction that can be measured and evaluated to improve the customer experience continuously
• Maintain a healthy culture within the team that is in line with the company values
• Hire, mentor, and retain team members that are motivated to drive customers to value
• Work with division peers to advocate for both your department and customer needs
• Act as an escalation point for customers and uphold clear communication with the product team

What's in it for you

• You’ll join our incredible Support team and have the opportunity to work with great colleagues in Onboarding, Customer Success, MSI, and Product.
• Be a part of an incredible team of “A” players who go above and beyond to make Fleetio a successful company. We’re a customer-centric team with a great product, excellent support, and countless happy customers.
• Work remotely (within the United States), or at our Birmingham, AL HQ. We strive to promote a strong remote working culture and have done so since the beginning.

Requirements

• 2+ years of customer support and documentation management experience at a SaaS company, including leading remote team members, Customer NPS, and Case Deflection
• Proficiency in using support tools (examples: Salesforce, Slack, and Knowledge-based tools)
• Prior experience in a customer support leadership position with a solid track record of building effective remote relationships with a variety of internal team members, customers, and direct reports
• Meticulous and precise when executing a task while always looking for ways to improve
• Proven track record championing and implementing new ideas to improve the customer experience

Considered a plus

• Salesforce Knowledge Experience
• Salesforce Omni Channel Experience
• Dialpad Experience

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 10 company holidays + 2 floating holidays
• Parental and bonding leave
• Dependent care and medical FSA
• S