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Technical Customer Support Manager

Highspot Inc.
United States, Washington, Seattle
2211 Elliott Avenue (Show on map)
July 30, 2022
About Highspot Highspot helps sales teams improve customer conversations and achieve their revenue goals. From content optimization and performance analytics to in-context training, guided selling, and more, the Highspot platform delivers enterprise-ready features in a modern design that sales reps and marketers love. Using Highspot, marketing leaders have deep insights and analytics into the performance and influenced revenue of content, campaigns, and marketing assets. What makes the solution special? It's loved by sales reps globally, and is the #1 rated sales enablement platform on G2 Crowd. We are committed to diversity as both a moral and business imperative. About the Role We're passionate about building a world-class customer service team, as we believe that exceptionally talented people are key to delivering a great customer experience at every turn. We're looking for an exceptional and experienced support manager with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve. As the Customer Support Manager, you will play a key role in defining how Highspot support is delivered to our customers. In this role, you will help in scaling the customer support function at Highspot, by hiring team members and designing scalable processes to meet the needs of our rapidly expanding customer base. This is high visibility, a high-impact opportunity for ownership and leadership at Highspot. As you build your team, you will onboard, train, and develop your team to prepare them for their role in Support, and beyond. What You'll Do Across the whole company, highspot has adopted the ethic that every customer problem is our problem; you embody that ethos. You are deeply committed to resolving customer issues thoroughly and quickly, forgoing the easy/wrong answer for the hard/right one, and communicating professionally with clients in a timely manner. Hire, train, and retain top talent to build a high-performing team that manages customer requests efficiently and effectively. Obsess over thoroughly resolving all customer support tickets. Research, respond, and resolve customer support tickets as fast as possible, without compromising on quality. Collaborate effectively with the Services team to set clear expectations and accountability for issue resolution. In many instances, you'll need a colleague's help to resolve an issue on behalf of a customer You're great at knowing when to bring in help and how to use colleagues' time effectively. Actively build your Highspot product knowledge, diving into the more technical elements with fearlessness and enthusiasm. Over time, become an expert in many of the more complex aspects of our product, such as integrations and API management. Identify emerging trends, issues, or problems impacting customers and communicate to internal stakeholders to create best practices and processes Your Background 3+ years of people management experience Proven ability to build and manage high performing teams Bachelor's degree required. (Extra points if your degree is in STEM field!) Experience in HTML and CSS scripting languages a plus, not required Excellent written and verbal communication skills Experience being the bridge between different teams within the customer organization, who often have conflicting perspectives Benefits Comprehensive medical, dental, and vision benefits 401(k) Matching Paid parental leave Flexible work and vacation schedules Discounted ClassPass membership 2 volunteer days per year Transportation benefits Competitive compensation and stock options Fully-stocked kitchen Annual company-wide events Meaningfully contribute to a compelling vision! Equal Opportunity Statement We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation. Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the 'apply' button.