Job Details
Qualifications
- Bachelor's degree
- Confluence
- Customer service
- Growing experience
- Jira
- Technical support
Benefits
- Work from home
Job Description
About Turvo
Turvo provides the world’s leading collaboration application designed specifically for the supply chain. Turvo connects people and organizations allowing shippers, logistics providers, and carriers to unite their supply chains, deliver outstanding customer experiences, collaborate in real-time, and accelerate growth. The technology unifies all systems, internal and external, providing one end-to-end solution to execute all operations and analytics while eliminating redundant manual tasks and automating business processes. Turvo customers include some of the world’s largest, Fortune 500 logistics service providers, shippers and freight brokers. Turvo is based in the San Francisco Bay Area with offices in Dallas, Texas, and Hyderabad, India. (www.turvo.com)
About the Role
The Manager of Customer Support’s primary responsibility is to manage the Support team of Tier 1 and Tier 2 Support Analysts who handle our technical support and escalations daily. You will collaborate cross-functionally to improve the overall customer experience with Turvo. You will manage and evolve our processes for supporting our internal and external stakeholders, mitigating risk, and resolving conflicts. The successful candidate will have both technical and managerial expertise. You are committed to operational excellence, leadership, and strategic thinking that will deliver the global standard in customer service.
This is a remote position based in the US. The successful candidate will work from home.
Responsibilities:
Manage the Customer Support Center and Support team to ensure accurate, efficient, and timely management of customer inquiries, requirements, and complaints;
Elevate and motivate the Support team. Coach and train employees to ensure growth and development;
Ensure the team has a positive work environment, where team members understand expectations and are prepared to deliver on service targets;
Ensure our customers receive outstanding support and all their needs are met, and exceeded!
Manage and resolve escalated ticket and situations; Serve as an escalation point for high priority issues, and coordinate with cross-functional stakeholders and customers to drive resolution; Partner with Quality and Site Reliability Engineering to resolve escalated technical issues;
Establish best practices through the entire Customer Support process, maintaining Standard Operating Procedures (SOPs), and ensuring customers receive outstanding support and all their needs are met;
Monitor and report metrics and Key Performance Indicators (KPIs) on the Support Team’s productivity;
Collaborate cross-functionally with Customer Success, Product, Engineering, and Sales leadership to maintain best in class practices for policies, processes, and metrics;
Conduct regular quality assurance reviews to ensure performance is meeting customer experience and quality targets;
Interview, hire, and onboard new employees;
Effectively plan and manage team meetings;
Oversee and approve the Support team's timesheets on a weekly basis;
Drive overall support readiness for new products and features;
Plan and conduct periodic support reviews with key customers;
Other duties as required.
Qualifications:
10+ years of technical support experience, including experience with SaaS products;
5+ years of experience managing and growing remote & global teams;
Bachelor’s degree in Business Administration, or a related field;
Experienced and proficient in Zendesk;
Experienced with Atlassian products: Jira and Confluence;
Demonstrated history of data-enabled decision making and prioritization;
Excellent interpersonal and customer service skills;
Able to analyze and resolve complex problems, flexible to adjust on the fly to new demands, and have a good sense of urgency;
Self-starter with a tenacious work style, and have experience working in fast-paced environments;
Willingness to travel to meet with team and customers.
We are an Equal Opportunity Employer and strive to make hiring decisions that reflect our commitment to diversity and inclusion.
Compensation range: $95,000 to $140,000.