Greenhouse is looking for a Customer Support Manager to join our team.

At Greenhouse, we are passionate about helping companies transform the way they hire. Customer Support is a key piece of the Greenhouse strategy, providing expert support and TLC that consistently delights our customers. Our Customer Support Manager will lead, develop and manage a team of 6-8 Customer Support Specialists in our Denver office.

Reporting to the Director of Customer Support, you will be responsible for leading a high-octane team that consistently exceeds the high bar we've set for customer success. This is a great opportunity to coach and mentor the best in Customer Support, help influence strategic workflows and product improvements, and be a driver for the Greenhouse brand.

Who will love this job:

• A thoughtful coach, you are genuinely interested in growing people and their careers and delivering actionable advice and clear coaching
• A positive role model, you demonstrate a logical approach to complex situations, are adaptable to change, and make sound decisions
• A planner, you get a thrill out of keeping things organized, both anticipating and overcoming roadblocks, all while looking forward to the next project
• An inquisitive problem-solver, you balance good judgement with an intellectual curiosity about people and technology
• A teacher, you have a knack for leading your team through complex processes, empowering them to hone in their skills and continually improve
• An outstanding teammate, you see the “big picture” and bring ideas to the table that perfect our Customer Success recipe

What you’ll do:

• Use qualitative and quantitative data to find opportunities to coach your team and celebrate their achievements
• Identify and remove roadblocks that stand in the way of your team excelling in their role
• Meet weekly with each direct report to review progress and performance, and collaborate on development plans to achieve their professional goals
• Lead regular team meetings to cultivate team discussion and sharing; keep the team informed of process changes and new initiatives
• Collaborate with peers to improve procedures that deliver a better customer experience
• Play an integral role in hiring, onboarding and training new team members
• Expertly and successfully resolve customer concerns, seizing such opportunities to retain customers

You should have:

• Experience in a customer facing role, preferably for a SaaS product
• Direct people management experience
• Ability to communicate complex ideas to a range of audiences
• Superior customer service skills; dealing with tough situations whether customer-related or personnel-related
• Experience with developing and implementing procedures
• Experience in recruiting and hiring - a plus
• Your own talents! If you don’t meet 100% of the qualifications above, tell us in your cover letter why you’d be a fit for this role

Pay, Perks & Such:

At Greenhouse, we love to celebrate our diverse group of hardworking employees – and it shows. We’re proud to say that in 2018, we’ve been ranked #2 by Crain’s New York Best Places to Work, #10 Best Company Culture to work for by Comparably, #37 Best Place to Work by Glassdoor and are recognized on Inc. Magazine’s Best Workplaces list. We pride ourselves on our collaborative culture that is pervasive throughout every step of a Greenhouse employee's journey. Starting with our interviews and continuing through our executive “Ask Me Anything” sessions, collaboration is at the heart of working at Greenhouse.

We offer a full slate of benefits including competitive salaries, stock options, medical, dental, vision, life and disability coverages, FSA, HSA, flexible vacation, commuter benefits, a 401(k) plan and a parental leave program. And... we offer some not-so-standard, extra-fun benefits, including learning & development stipends, adoption and fertility benefits, an employee discount platform, and of course, fully stocked fridges and cold brew on tap. :)

We value diversity and believe forming teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds and different industries to apply. Come join us, and find out what the best work of your career could look like here at Greenhouse.