Manager, Customer Support
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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
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