Customer Support Manager

Work Market’s labor automation software empowers companies to create, manage & scale their flexible workforce to dramatically improve productivity. We help companies “Uberize” their business. We have incredible momentum which has triggered our need to rapidly scale our Sales organization.

We are seeking a highly motivated and resourceful individual who is dedicated to providing world-class support by exceeding expectations through each interaction our team and our users. The ideal candidate is a creative problem-solver and will lead and inspire a team of customer support representatives, including an on-demand workforce, to the standard of excellence for user satisfaction all the while supporting our accelerated growth.

* Work with our users to understand their feedback, frustrations and roadblocks. Provide analysis to help drive product improvements to reduce customer frustration and friction. * Work closely with other teams when escalations arise including Engineering, Professional Services, Sales & Product Management. * Manage team schedule and support coverage according to budget for both in house and remote teams * Maintain a strong culture of teamwork and customer service * Train and on-board new representatives and also promote upstream thinking through continued training and coaching of existing representatives Identify proactive developmental projects that can be executed by you and your team, with a focus on continuous improvement * Ensure maintenance and management of support queues * The ability to effectively influence and communicate cross-functionally * A passion for people and service

* Bachelor's Degree preferred * 5+ years of work experience with 2+ years of direct people management experience (experience with remote teams is a plus) * Previous experience working in a startup/software environment * Excellent written and verbal communication skills * Past project management experience a plus * Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment