Conversica

USA

Posted on: 31 January 2024

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Manager, Customer/Technical Support

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.

Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.

Conversica is seeking a Manager, Technical Support to lead our Customer Support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders.

As the Manager, Technical Support you will lead a talented and dedicated team of agents to deliver on our customer support strategy across all regions, tiers, and and channels, including email and phone to support our growing customer base.

Key Responsibilities

Lead and manage a team of technical support specialists: Provide oversight and guidance to ensure efficient and effective resolution of customer issues. Provide constructive feedback, delivering transparent information, and fostering open dialogue. Inspiring and motivating others, setting a clear vision and goals, empowering team members, delegating tasks effectively, and leading by example.

Develop and implement technical support processes and procedures: Establish best practices for troubleshooting, problem resolution, and customer communication.

Analyze customer feedback and data to identify trends and areas for improvement: Use insights to refine support processes and product offerings.

Collaborate with customer success, engineering and product teams to resolve complex technical issues: Work cross-functionally to ensure smooth operation and continuous improvement of the platform. Communicate clearly, concisely, and thoughtfully with all stakeholders, including team members and partners.

Build and maintain strong relationships with customers: Provide excellent customer service and support to build trust and loyalty.

Measure and track key performance indicators (KPIs): Monitor and analyze data to assess the effectiveness of technical support operations and identify areas for improvement.

Requirements

3-5+ years of leadership experience in a technical support role for a SaaS company. Demonstrated ability to lead, motivate, and coach technical support specialists.

In-depth knowledge and experience of Salesforce Service Cloud, understanding of AI and related software/hardware is crucial.

Strong troubleshooting and problem-solving skills: Ability to analyze complex technical issues, identify root causes, and implement effective solutions.

Experience with performance management, recruitment, and onboarding.

Demonstrated project management and organizational skills: Managing multiple tasks, budgets, and priorities effectively.

Excellent communication and interpersonal skills: Effectively interacting with customers, team members, and other stakeholders.

Analytical and data-driven approach: Identifying trends and using data to improve processes and performance.

Customer focus and commitment to excellent service: Delivering a positive and supportive customer experience

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $100,000/year to $130,000/year plus 10 % variable bonus for OTE of $110,000/year to $143,000/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.

Conversica offers comprehensive health, dental, and vision benefits, flex time PTO, 401k plus company match, and equity. Further details can be provided upon request.

Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Conversica does not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or company that does not have a signed agreement with Conversica.