Role

• Build and manage a collaborative, highly productive, diverse team through clear communication, process implementation, and a healthy dose of humor.
• Work as a player-coach - we’re a fast-growing start-up, and you’ll need to be able to balance doing actual support work alongside team management.
• Set objectives and key results regularly to guide your team towards creating a best-in-class coach and student experience on the platform.
• Effectively manage our support specialists through motivational leadership. Set clear expectations, hold your team accountable for executing against them, provide ongoing feedback and real-time coaching.
• Partner closely with our product and coach success teams to create the best experience possible for all users - you will have the clearest view into what our users need and are asking for.
• Act as a subject matter expert in support handling escalations from your team and help prevent issues from reoccurring

Requirements

• 4+ years experience in customer support at either a fast-paced startup or an at-scale tech company
• 2+ years managing a team and setting goals and performance metrics
• Deep familiarity with CS best practices, ticketing systems, brand voice implementation, and technical troubleshooting
• Strong opinions about what world-class support looks and feels like, coupled with a willingness to consider new ideas and methodologies