ThriveCart is seeking a highly skilled Manager of Customer Support and Implementation to join the team. This role will oversee and manage a portion of the CS & Support organization, including the Tier 2 & 3 Support team, the Convertri Support team, and the Implementation team.

Location

• Remote (work from anywhere)

Role of the Job

The Manager of Customer Support and Implementation will be responsible for ensuring the effective management and development of the teams, focusing on operational efficiency, process improvements, and customer satisfaction. This position is key in driving the success of customer support operations while collaborating across departments to deliver excellent customer experiences.

Main Responsibilities

• Manage, mentor, and develop direct reports, ensuring alignment with company goals and customer success metrics.
• Oversee daily operations, ensuring timely and efficient resolution of customer inquiries and successful implementation of customer projects.
• Ensure the highest level of service is provided to customers, addressing complex issues and proactively identifying opportunities for improvement
• Collaborate with teams such as Product, Marketing, and Engineering to resolve customer issues and improve support processes.
• Identify trends in customer issues and work with relevant departments to develop long-term solutions.
• Provide regular reports on team performance, customer feedback, and strategic initiatives to senior management.
• Develop and implement strategies that prioritize customer satisfaction and align support operations with customer needs.
• Foster individual and team growth through coaching, mentorship, and clear performance expectations.
• Use data and market trends to refine support strategies and ensure they align with company objectives.
• Facilitate communication and collaboration across departments to resolve customer issues and improve the overall customer experience.
• Understand team capacity and provide input into budgeting, ensuring the support function operates efficiently and within budget.

Qualification Needed

• Proven experience in a customer support management role, preferably in a SaaS environment
• Strong leadership and people management skills, with a track record of mentoring and developing high-performing teams
• Excellent problem-solving and analytical abilities, with a data-driven approach to decision-making
• Exceptional communication skills, both written and verbal, with the ability to influence stakeholders and negotiate outcomes that benefit both customers and the organization
• Proficiency in using support ticketing systems, CRM software, and analytics tools- Solid understanding of SaaS products and customer support best practices
• Ability to manage multiple priorities and work effectively in a fast-paced environment

FAQs

• What is the primary responsibility of the Manager of Customer Support and Implementation?

The primary responsibility is to ensure the effective management and development of the teams, focusing on operational efficiency, process improvements, and customer satisfaction.

• What teams will the Manager of Customer Support and Implementation oversee?

The Manager will oversee the Tier 2 & 3 Support team, the Convertri Support team, and the Implementation team.

• What kind of experience is required for this role?

Proven experience in a customer support management role, preferably in a SaaS environment, is required.

• What skills are essential for this role?

Strong leadership and people management skills, excellent problem-solving and analytical abilities, and exceptional communication skills are essential.

• What is the work environment like?

The work environment is remote, and the company values flexibility and work-life balance.

• How does ThriveCart prioritize customer satisfaction?

ThriveCart prioritizes customer satisfaction by ensuring the highest level of service is provided to customers, addressing complex issues, and proactively identifying opportunities for improvement.

• What kind of support will I receive in this role?

You will receive support from the senior management team and have access to resources and tools to help you succeed in the role.

• How does ThriveCart approach professional development?

ThriveCart approaches professional development by providing opportunities for growth and development, mentoring, and coaching.

• How does ThriveCart measure success?

ThriveCart measures success by tracking key performance indicators (KPIs) such as resolution times, customer satisfaction, and ticket volume.

• What is the salary package for this role?

The salary package is competitive and will be discussed during the interview process.

• What kind of benefits does ThriveCart offer?

ThriveCart offers benefits such as flexible work hours, remote work environment, and opportunities for professional growth and development.

• What is the interview process like?

The interview process typically involves a series of conversations with the ThriveCart team, assessing your skills and experience.

Salary packages

To be discussed upon application

Required document

• Resume/CV
• Cover letter

How to apply

You can apply for this role by submitting your resume and cover letter, highlighting your experience and skills.

Submit Application

Once you’ve opened the link, scroll down to find the application form.

About ThriveCart

• What Makes This Company Tick?

ThriveCart is driven by a passion for helping online businesses succeed. The company’s platform is designed to provide a seamless and efficient way for creators, coaches, consultants, and other businesses to sell their products and services online. With a focus on innovation and customer satisfaction, ThriveCart is constantly looking for ways to improve and expand its platform.

• Who’s Behind the Scenes?

The team behind ThriveCart is made up of experienced professionals who are dedicated to helping online businesses thrive. From software developers to customer support specialists, each member of the team plays a crucial role in ensuring the success of ThriveCart’s customers.

• How Does This Company Make an Impact?

ThriveCart makes an impact by providing a powerful platform that helps online businesses generate millions of dollars in sales. The company’s platform is used by over 50,000 people worldwide, and its customers have generated over $5 billion in sales. By providing a reliable and efficient way for businesses to sell online, ThriveCart is helping to drive economic growth and innovation.