Jobs and Careers
SQ
Manager, Customer Support
SQUIREUnited States, United Statesfull_timeVerifiedPosted 6 Feb 2025
💰 $100,000/yr($80,000/yr – $100,000/yr)
About the role
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARYThe Manager, Customer Support at SQUIRE is a pivotal leadership role focused on scaling our support functions and effectively managing a dynamic team. This position is essential in building support that delivers exceptional, timely assistance to our barbershop clients and individual barbers, ensuring they maximize the benefits of the SQUIRE platform. The ideal candidate will have familiarity with medium to large contact center operations, exhibit strong leadership capabilities, and a proactive approach to continuous improvement.
As the leader of the Customer Support Tier 1 team, this individual will oversee staffing, performance management, and coaching, driving operational excellence while fostering a customer-first environment. By developing and implementing scalable support processes, they will enhance efficiency and service quality, utilizing key performance indicators to monitor team performance and identify areas for improvement.
REPORTS TODirector, Customer Support
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARYThe Manager, Customer Support at SQUIRE is a pivotal leadership role focused on scaling our support functions and effectively managing a dynamic team. This position is essential in building support that delivers exceptional, timely assistance to our barbershop clients and individual barbers, ensuring they maximize the benefits of the SQUIRE platform. The ideal candidate will have familiarity with medium to large contact center operations, exhibit strong leadership capabilities, and a proactive approach to continuous improvement.
As the leader of the Customer Support Tier 1 team, this individual will oversee staffing, performance management, and coaching, driving operational excellence while fostering a customer-first environment. By developing and implementing scalable support processes, they will enhance efficiency and service quality, utilizing key performance indicators to monitor team performance and identify areas for improvement.
REPORTS TODirector, Customer Support
JOB DUTIES AND RESPONSIBILITIES
- Team Leadership & Performance Management
- Oversee the day-to-day operations of the Customer Support team, ensuring that all support inquiries are handled in a timely, effective, and empathetic manner
- Monitor team performance through key performance indicators (KPIs), ensuring that customer service levels, satisfaction, and other relevant metrics are consistently met or exceeded
- Provide constructive feedback to team members on performance and behavior to foster growth and ensure the team's success
- Motivate the team, encouraging a growth mindset and helping individuals improve their technical and soft skills to better support the business’s evolving needs
- Conduct regular one-on-one meetings with Customer Support Specialists to assess performance, identify challenges, and provide coaching and support.
- Continuous Improvement & Operational Excellence
- Develop, implement, and refine processes and procedures to meet both internal and external customer needs while ensuring a smooth and efficient workflow
- Foster a culture of continuous improvement by regularly evaluating existing practices, tools, and systems, driving changes where necessary to increase efficiency and improve the overall customer experience
- Regularly assess customer feedback and trends to identify areas of improvement, and work cross-functionally to implement solutions that resolve root causes
- Recruitment & Talent Development
- Take an active role in recruiting, hiring, and retaining top talent for the Customer Support team, ensuring the team is staffed with individuals who align with SQUIRE's values and customer-centric approach
- Develop and implement coaching programs to continuously enhance team members’ product knowledge, communication skills, and problem-solving capabilities
- Support career growth and development opportunities for Customer Support Specialists, helping them advance their skills and capabilities to prepare for new challenges or leadership roles
- Escalation Management & Resolution
- Act as a point of escalation for complex customer inquiries, ensuring swift resolution of high-priority issues and a positive customer experience
- Lead by example when handling difficult or sensitive customer interactions, displaying high levels of empathy, problem-solving skills, and composure under pressure
- Cross-Functional Collaboration
- Work closely with other departments (e.g., Product, Sales, Engineering) to ensure a cohesive and unified approach to customer service
- Share feedback and insights with leaders
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