Customer Support Manager
Manager of Customer Support – Denver, CO
FareHarbor is seeking an experienced and charismatic leader to inspire and accelerate our world class Customer Support Team. The successful candidate address challenges proactively, despite a rapidly changing environment, while never losing focus on empowering the team in delivering delight.
About FareHarbor:
FareHarbor is a startup that's single-handedly changing the activity market. Watch a 2-minute video about FareHarbor here: https://vimeo.com/96818288
Responsibilities:
Design and refine metrics to drive success in SLAs, productivity, customer satisfaction, and quality
Translate organizational goals into clear and comprehensive roadmaps for the Support Team
Develop, motivate and coach direct reports to consistently propel the team towards higher performance and quality expectations
Utilize deep product and industry knowledge to scale processes to meet our exponential growth
Lead company-wide, cross-functional projects assigned by senior leadership and C-Level executives
The ideal candidate has:
4+ years in leadership roles and building high performing teams
Experience progressing and scaling customer support operations, particularly in a dynamic or startup environment
The ability to influence and work cross-functionally
Stellar communication skills and talent to leverage empathy to de-escalate tense situations
Capable of leveraging data to drive actionable insights
Creative thinker with proven, successful experience attacking challenges with limited resources
Passion for adventure and technology; sometimes even together
Strong ability to multitask and prioritize inbound projects and tickets
Advanced decision-making skills to quickly assess a situation and lay out a plan on the spot
Benefits:
Central Denver office location
100% Healthcare and Dental
Phone Reimbursement
- Apple Equipment