SendGrid is passionate about customer experience.  We are looking for a Customer Support Manager to help maintain, improve, and scale our amazing customer support team and own the delivery of an extraordinary customer experience.  You are a people-person who’s passionate about delighting customers.  You have a love for technology and solving problems.  You also love mentoring, teaching and cultivating awesome support engineers.  

What you’ll do

• Manage a scaling customer support team; responsible for hiring, scheduling, formal training, informal coaching, career development and performance management

• Handle support issues – hands-on involvement resolving escalations via email, phone and chat, handling complex customer inquiries

• Manage and prioritize the team’s day-to-day work levels and calibrate the required level of support

• Foster strong cross-departmental communication and relationships

• Maintain a mindset of continuous improvement, refining incident response time over phone, chat and email, improving the way the support team utilizes all support tools and features

• Create a scalable workflow for escalations and product tracking

• Set team goals, manage success metrics

• Provide a flawless customer experience

• Implement best-in-class customer service processes, efficiencies and policies

• Support and maintain high morale among team

About you

• At least 5 years experience in a customer-facing management role in a web-based software- or product-based company

• Solid analytical skills – comfort with tools/processes needed for data-driven decision-making

• Technical skills – High comfort level with and exposure to SaaS or messaging technology

• At least three years experience with CRM software, such as desk.com or Zendesk; Salesforce; TalkDesk or similar platforms

• Ability to be strategic and work well under pressure

• Motivated, enthusiastic self-starter

• Strong communications skills (both verbal and written), especially in a technical environment

• Startup experience - Comfortable with a fast-paced, ambiguous environment – high-performing, adaptable, business-minded and highly accountable

• Ability to engage the customer: customer relations and negotiation skills

• Proactive, motivated, organized, team-oriented, professional

• Patient, empathetic, and a unique ability to understand customer needs