Manager of Customer Operations Support

StyleSeat

United States of America / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Consumer
  • Post Date: 01/23/2023
  • Website: styleseat.com
  • Company Address: 548 Market St. , PMB 80095, San Francisco, California 94104, US
  • Salary Range: $83,600 - $105,800

About StyleSeat

StyleSeat is the premier marketplace for independent beauty, grooming, and wellness professionals to grow their businesses and where clients can quickly discover and book their services.

Job Description

As the Manager of Customer Operations Support at StyleSeat, you will focus on developing and executing a customer experience strategy that ‘wows’ customers and leaves them with a positive sentiment of the StyleSeat brand. 

As a key member of the CX leadership team you will be a culture champion as you work towards driving and strengthening a positive and inclusive team culture, providing customer satisfaction, and promoting employee success & career pathing. This role will also be expected to launch and scale community focused initiatives that meet the needs of both your team and StyleSeat as a whole.

What you’ll do

Main Responsibilities 

  • Evaluating staffing plans and scheduling to ensure expected volume will be handled within SLA targets in a multi-channel tech support environment
  • Tracking and managing support KPIs to ensure established measures of success are achieved
  • Establishing new process and training for the Support team to launch current and future objectives that drive efficiency 
  • Identifying support ticket trends to provide feedback to cross functional business partners to address short and long term technical issues
  • Regularly collaborate with internal, cross-functional departments as needed
  • Develop career pathing, growth opportunities, mentorship, and teambuilding for the Support team 
  • Providing performance reviews and setting individual/team goals that align with company 
  • Administering corrective action and performance improvement plans when necessary
  • Scaling the Support team per company needs, all while responding to an ever changing market
  • Coaching the Support team towards continuous improvement and high performance in technical aspects of the product and soft skills to help drive successful outcomes
  • Coaching, developing, and collaborating with Support Supervisors to drive impactful team performance

Some year 1 deliverables 

  • Ensure Customer Support team scales appropriately to meet the needs of StyleSeat’s community of clients and professionals
  • Drive the Customer Support Strategy forward and execute on the tactics that will produce expected customer experience outcomes
  • Stand up a new customer support channel (live chat) over the course of the year towards providing the StyleSeat community with a quick and efficient way to communicate with Support 

Success Metrics 

  • The successful candidate will be able to demonstrate the ability to manage the following measures of success towards creating a best in class support organization
    • Customer Response and Resolution times
    • Ticket volume
    • CSAT Score

Desired traits 

  • People-centric leader who is as interested in the growth of their team as they are their own
  • Solution oriented in the face of challenges and opportunities
  • A strong and adaptable communicator who can ably interact with executives and junior team members in equal measure
  • Ability to manage projects and people simultaneously while understanding which to prioritize
  • Adaptable to change in a dynamic environment and able to pivot quickly
  • A resilient attitude that is contagious to those around them    

Who you are 

Successful candidates can come from a variety of backgrounds, yet here are some of the critical and nice to have experiences we’re looking for:

Must Haves

  • 5+ years working in a Customer Support/Service role
    • Of which at least 2+ years were directly related to leading and scaling a support team
  • Strong customer service background required, including an understanding of customer journey development and continuous improvement of customer satisfaction
  • Experience launching impactful department objectives from the ground up. e.g. hiring, training, multi-channel customer support, selecting and implementing new tech resources, etc.
  • Demonstrated ability to adhere to a timeline while managing multiple priorities under pressure of deadlines in a fast-paced environment
  • Experience with incident management (e.g., outages) and customer communication
  • A passion for ensuring an outstanding customer experience
  • Ability to quickly understand and use multiple technologies and toolsets
  • Proficient in data analysis and implementing operational process improvements
  • Effective and empathic communication skills in both written and verbal form; comfortable speaking to stakeholders at every level
  • Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
  • The ability to effectively collaborate cross-functionally, with specific experience in partnering with QA, Engineering, Datalytics, and Product teams

Nice-to-Haves:

  • Experience managing a support team remotely
  • Strong working knowledge of Freshdesk, JIRA, Looker, and Stripe
  • Knowledge in Card Not Present (CNP) payments processing
  • Past experience working at a fast-paced startup or tech environment

Salary Range

Our job titles may span more than one career level. The career level we are targeting for this role has a base pay between $83,600 and $105,800. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. Base pay ranges are subject to change and may be modified in the future. 

Who we are 

Committed to inclusivity, StyleSeat offers a thoughtfully designed platform for consumers to discover and connect with high-quality beauty professionals who are well-versed in styles and treatments that appeal to diverse needs and wants, and can turn their visions into reality. Whether you’re booking braids, balayage, or brows, StyleSeat makes it easy to find someone who is a master of their craft. We have powered over 155 million personal care appointments and $10.6B in revenue for our pros and are on the path to much more. 

StyleSeat has become a fully-remote, distributed workforce - however, we currently only have business entities established in the list of States below and, thus are unable to consider candidates who live in States not on this list for the time being. 

* Arizona

* Alabama

* California

* Colorado

* Florida

* Georgia

* Illinois

* Indiana

* Massachusetts

* Maryland

* Michigan

* Nebraska

* North Carolina

* New Hampshire

* New York

* Ohio

* Oklahoma

* Oregon

* Pennsylvania

* Utah

* Washington