Manager, Customer/Technical Support

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.
Conversica is seeking a Manager, Technical Support to lead our Customer Support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders.
As the Manager, Technical Support you will lead a talented and dedicated team of agents to deliver on our customer support strategy across all regions, tiers, and and channels, including email and phone to support our growing customer base.

Responsibilities

• Manage the day-to-day operations of a team of local (remote) and offshore agents across multiple regions
• Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs
• Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance
• Field internal and external escalations and engage Customers with clear and concise written and verbal communication
• Manage the Support team in the achievement of department goals, KPIs, and Customer Insights
• Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members
• Coach, develop, and provide technical and business feedback to a team of remote employees
• Be a hands-on leader and work tickets as needed to support KPIs and maintain ticket volumes
• Represent bugs and enhancement requests with Engineering teams and cross-functional leadership
• Create and maintain reporting and analysis in Zendesk and other systems
• Prepare monthly and quarterly readouts of Support function, including trends, themes, and insights
• Monitor team metrics including CSAT, Response Time, Backlog
• Manage team scheduling and shift coverage as well as quarterly forecasting of staffing
• Develop policies and procedures for the Support team including ticket handling and escalation guidelines
• Update internal and external content including knowledge-base articles, team training, and process documentation
• Develop technical expertise in Conversica’s current product offerings and become an SME for team members and internal stakeholders
• Understand customers’ business problems and workflows and engage with customer success, product, and engineering teams to drive successful solutions
• Adapt to innovative and evolving technology and foster a team mentality that adapts quickly to changes
• Lead initiatives and special projects to meet department goals and objectives

Requirements

• 5+ Years of Customer Support experience, ideally in a SaaS or technical support environment
• 2+ Years in a Support Management with demonstrated leadership experience
• Experience with Zendesk required including the ability to manage settings, update fields, and create ad-hoc and recurring reporting
• Experience with Salesforce, Jira, Gainsight, and Workramp preferred 
• Familiarity with common CRM and Marketing platforms used by our Customers including Marketo, Microsoft Dynamics, Hubspot, and Salesforce
• Strong technical background including APIs, email deliverability, and SQL  
• Experience managing BPO resources, ideally in a blended environment of in-house and outsourced teams
• Must be available during core business hours of 08:00 - 5:00 PM Pacific Time as well as an on-call basis for weekends, holidays and after hours
• BA/BS or equivalent experience required

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $100,000/year to $130,000/year plus 10 % variable bonus for OTE of  $110,000/year to $143,000/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.
Conversica offers comprehensive health, dental, and vision benefits, flex time PTO, 401k plus company match, and equity. Further details can be provided upon request.
Conversica is an equal opportunity employer and values diversity at our company. Qualifi