Senior Support Manager

 “We are currently hiring exclusively in the United States for this position."


 



 🚀 Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?


 



 We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.


 



 The long version of our story: Back when web 2.0 was a thing (get off my lawn!) LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.
 

 



 



 

 Expectations for your first 90 days:
 

 



 
Put customer interaction satisfaction metrics in place and leverage of that information with the inbound team
 
Measure the call satisfaction rating and include in department scorecard
 
Decrease call volume by eliminating the root cause issues
 
Hire and successfully onboard additional Customer Support Reps
 
Develop and implement inbound playbooks
 
Work towards having a considerable percentage of inbound calls solved and eliminated




 

 A day in the life of…
 

 



 
Core value champion - Foster a company-wide culture of customer-centricity, aligning with the company’s mission, vision, and values.


 
Develop and Execute Strategies -  Enhance the impact of Customer Support, customer retention, and product adoption.


 
Set and Manage KPIs -  Communicate and monitor the metrics for the Professional Services Implementation teams, including churn rates, upgrade rates, total revenue and customer satisfaction scores. Develop and iterate capacity modeling for maximized value, while scaling the implementation services delivered. 


 
Collaborate Cross-Functionally  - Enhance the overall customer experience by aligning on strategies and initiatives with the sales, marketing, and product teams.


 
Maintains a High Degree of Customer Satisfaction - Measures against industry benchmarks by promoter scores, response time, and ticket ratings. Is committed to higher levels of customer satisfaction to consistently surpass benchmarks. 


 
Review Customer Complaints and Concerns -  Seek to improve all aspects of the customer experience by reviewing all avenues of customer correspondence.


 
Provide Consolidated Client Feedback - Recommend service and product enhancement to improve the sales potential and customer satisfaction. Minimum of 3-5 actionable insights and changes per quarter gleaned from client interaction.


 
Influence Product Roadmap - Use customer feedback to inform and influence product roadmaps in partnership with Product and Engineering teams.


 
Lead Weekly Team Meetings - Lead and provide value to the team by conducting weekly meetings to review department issues, team issues while generally following the EOS format. 


 

 Perks:
 

 



 
8 Company Holidays + Week off at Christmas
 
6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
 
1 Volunteer day with the organization of your choice
 
Birthday lunch on us 🎂
 
Monthly Healthcare Allowance
 
Monthly WFH Allowance
 
Yearly Vacation Allowance
 
Fun and outcome driven work environment with a smart, hard working team
 
Location independence
 
Mission driven company and values-based culture
 
Starting pay rate at $100k USD per year




 

 Please only apply if you:
 

 



 
Embrace learning new technology 
 
Learn fast
 
Communicate crisply
 
Proactively seek solutions
 
Own the outcome
 
Embody emotional maturity
 
Bring an optimistic “can do” attitude
 
Supply your own internet and smartphone
 
At least 3 years managing teams & 2-4 years in a Customer Service role
 
Have B2B SaaS experience (preferred)




 



 We have an amazing team of A Players and we’re ready to add more! Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.


 



 If you think you would thrive in the above environment and make an impact for our customers, we’d love to talk to you!


 



 

 In summary...
 

 



 



 You can do it in an office


 You can do it from home


 We really don’t care


 As long as it’s known 👇


 



 What matters is this…


 When the chips are down


 And your back is against the wall


 Can we count on you to make the right call?


 



 Judgment, intuition, or care by another name


 We call it “Owning The Outcome” - because it really is the whole game


 Have the customers back, and they will treat you the same


 



 If you can do that


 Then we’re birds of the same feather


 So come join our team and we’ll make music together.