As Manager, Customer Support, your first priority will be to establish strong relationships with a team of Customer/Technical Support Specialists, and other leaders in Support and across the business. You will provide day-to-day leadership to a local Customer Support Team which is responsible for supporting Cin7 products. You will lead by example displaying the Cin7 values and being a change leader while ensuring a consistently high-performing team. You will also work closely with Product, Engineering, and Customer Success to deliver an exceptional Customer experience. This role reports to our Global Director of Customer Support based in New Zealand and collaborates internally with counterparts in the US, India, Sri Lanka, and New Zealand. This role has to advocate for customers internally, helping the organization better understand customer pain points, advocating for high value, high priority solutions that are required to help us achieve our vision, to make selling products as easy as buying them.
What you’ll bring
- 3+ years of experience in a people leadership/management role, preferably in a SaaS environment leading Customer teams
- Experience working globally, managing across multiple time zones
- Exceptional Customer Support Management skills
- Excellent written and verbal communication skills
- Excellent collaboration and negotiation skills - internally and externally
- Degree-level qualification in a relevant field e.g. Business, Commerce or Accounting
Duties & Responsibilities:
- Build a successful, high-performing, customer-driven operation
- Proactively oversee the effective management of our Support channels
- Manage the customer support team on a day-to-day basis, coaching individuals to achieve their full potential and supporting a culture of continual improvement
- Work collaboratively and constructively across the business to solve problems and elevate the effectiveness of our products
- Negotiate with Product and Engineering teams to advocate on behalf of customers
- Frequently engage with the Cin7 team in person in our Ahmedabad office
Competencies & role/education requirements
- Establishes team-specific plans and goals with engagement from relevant leaders. Makes decisions that drive improved business outcomes and results. Develops and presents plans to improve team performance. Understands OKRs and aligns team’s work and goals to support their achievement.
- Works on complex problems and develops solutions requiring strong proficiency in partner support.
- Makes day-to-day decisions that determine team priorities and the impact the team has on related OKRs. Works effectively with key cross-functional partners to accomplish goals.
- Demonstrates general awareness of industry trends. Dives deep to solve problems, utilizing data and technology.
- Suggests alternative approaches that meet the needs of the business, the situation, and those involved. Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required
What We Do
Cin7 connects your channels, inventory and accounting together. It dramatically reduces the cost of selling products across multiple channels, and opens up exciting new opportunities for product sellers. We're built on innovation, trust & collaboration, and a passion to see our customers thrive.
Why Work With Us
Cin7 is collaborative to the core. We’ve built a culture of open communication, continuous learning, and social activity to foster individual career development in a fun, team-centered environment. We love to promote from within: growing together, we can provide the best technology for product companies to sell to more customers in more places.
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