CLIENT SUPPORT MANAGER

| Greater Denver Area
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About the Role: At FluentStream, Clients are the Center of our Universe.  As our Client Support Manager, you will manage and lead our team of Client Support Representatives to ensure that FluentStream continues to provide remarkable “white-glove” service to all of our clients!  You will be responsible for ensuring delivering timely, empathetic help that keeps the client’s needs at the forefront of every interaction. You will work closely with our other groups in Client Experience, including Escalations, Onboarding and Client Success.  To be successful, you must be a motivated self-starter with a client-centric, solution-oriented approach.

Responsibilities:

  • Manage, coach, and develop a high-performing team of Support Reps.
  • Deliver an industry-leading client experience as measured by metrics including NPS, CSAT, response and resolution times, and customer referrals and reviews.
  • Analyze data, trends and operational support metrics to help develop strategic plans.
  • Partner on cross-functional initiatives throughout the company.
  • Execute key initiatives in CS that affect all departments and scale efforts.
  • Act as a customer advocate and represent the customer to internal business units to secure the customer’s success.
  • Responsible for scheduling, hiring, training, and career development of Support Reps
  • Provide appropriate technical and soft skills training and mentoring
  • Escalate & route support items through tiers to resolve issues
  • Maintain Client Support OnCall schedule
  • Manage  support procedures (case tracking, escalation, reporting)
  • Ensure tickets are routed to best resource and tracked for attention
  • Meet/exceed Service Level Agreement (SLA) commitments for response time/follow-up

What you’ll need to have: 

  • Experience in customer support management for a technology company.
  • 3+ years Experience managing and developing a team within Client Experience.
  • SaaS company experience strongly preferred
  • Experience with VOIP, PBX or related telecommunications services
  • Knowledge of Networking
  • Knowledge of Linux strongly preferred
  • Ability to read SIP Ladders a plus
  • Ability to recommend network configurations to clients
  • Able to handle tough technical escalations
  • Outstanding people skills
  • Experience with coaching and personal development
  • Strong organizational and project management skills
  • A passion for customers and a strong interest and desire to handle a variety of customer issues from the very basic through the ambiguous to highly complex
  • Grace under fire, comfortable with ambiguity
  • Excellent communication skills 

We offer:  We have a kegerator of course, a fancy espresso machine, dog friendly, and a work hard/play hard mentality.

  • Company equity program
  • Health Insurance, Dental Insurance, Vision
  • Unlimited PTO policy
  • Paid Family Leave
  • 401k plan
  • Professional Development / Education Reimbursement
  • Dog Friendly
  • Commuter (RTD) discount
  • Fitness (Movement) discount
  • 40+ Company events per year

FluentStream is one of Colorado’s fastest growing software companies, according to the experts at Inc. 5000. We are a fun, fast-paced and innovative software company based in the RiNo neighborhood of Denver.  Our mission is to automate and simplify how businesses communicate with their clients. Our unified suite of cloud-based software apps provides a single-system to power, manage and improve live client communications.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • iOS/SwiftLanguages
    • AndroidLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • AWS (Amazon Web Services)Services
    • QuickSightsAnalytics
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • NotionManagement
    • WordpressCMS
    • SalesforceCRM
    • SlackCollaboration
    • ZoomCollaboration

Location

We are a fully remote distributed workforce with employees all over the United States.

An Insider's view of FluentStream

What are some social events your company does?

We have an annual event where employees get to meet in person and engage in fun team-building activities.
In addition to that, we plan virtual happy hours and games, either by team or with the whole company.

Kala

Technical Recruiter

What does your typical day look like?

My typical day at FluentStream is generally filled with exciting challenges. Setting my team up for success whether through 1:1 meetings or in the midst of a customer interaction is always a thrill. I love helping my agents improve everyday. My daily work at FluentStream embodies our core value of Continuous Improvement Isn't Optional and I am prou

Gary

Support Team Lead

How has your career grown since starting at the company?

My manager is very open and accepting of career and professional development conversations. I expressed my goal to earn more seniority within the company, and we came up with a plan to help me achieve that goal. After successfully completing my objectives, my manager helped me achieve my goal and I was promoted to a more senior title months later!

Lauren

Senior Manager, Financial Planning and Analysis

How do you empower your team to be more creative?

The most important thing is to ask for ideas and not “punish” people when the ideas don’t work. If you don’t try, you’ll never get better. I try to model this as much as possible - when my ideas fail or if I make a mistake, I acknowledge it and fix it. I encourage others and try to reward this type of behavior.

Teresa

CFO

How does your team reward individual success?

FluentStream launched Cooleaf, a recognition and rewards platform; it's an excellent way for our team to stay engaged by giving recognition in real time to celebrate wins by doing just that. While you can earn points and redeem rewards for gift cards, swag, merchandise, or donate your points to charity, the authenticity of the shoutout is genuine.

Ashley

HR Generalist

What are FluentStream Perks + Benefits

FluentStream Benefits Overview

Your passion, flexibility, and commitment to lifelong learning will be greeted with a unique company culture that emphasizes fun as an integral component of delivering world-class products. As a hyper-growth organization we are focused on promoting from within. We invest in your training and development to grow your career! As a fully remote, work from home company, we stay connected with fun virtual events and social Slack channels and allocate time during our Zoom meetings for casual conversation and getting to know one another. We offer medical, dental, vision, 401k, PTO and paid family leave and a generous professional development benefit.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Fitness benefit as well as team workouts.
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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