Customer Support Manager

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company’s most effective engagement channel. 

The Customer Support Manager role is a pivotal position in our team, reporting directly to the VP of Professional Services. This position is the ideal role for a hands-on customer support leader passionate about customer service excellence and technical support. We have positioned customer support as a core asset of the company and key differentiator in the event technology market. Leading the customer support team on a 24/7 follow the sun model, you will foster a culture of customer centricity combined with process efficiency and enhanced speed to resolution.

This is a hands on leadership position, which includes growing, managing and maintaining a high-performance team of Customer Support Specialists through effective hiring, leadership, training and coaching (25%), monitoring and reporting on team activity, customer satisfaction and ensuring we meet our support SLAs (20%), developing and improving the support processes (20%), and making direct hands-on contribution to resolving complex and high-priority customer issues (35%).

In your first 3 months, you will onboard, get to know the team and start leading team meetings, get hands-on with our product by getting certified with our SpotMe Academy, become familiar with our processes and documentation, and get an understanding of the live chat and ticketing systems. You will also meet our product and engineering leaders/teams and understand objective interlock. In addition, by month 3 you will have achieved the following:

• Embed yourself in the agent process by actively managing at least 8 live chats per day, maintaining an average first response time ≤ 30 secs with CSAT ≥ 94% monthly rolling average
• Demonstrate knowledge of more advanced platform configurations, features and modules, as well as an understanding of multi factor authentication and SSO Integration
• Take a key role in managing the Critical Escalation process and managing out of hours support
• Deliver 1-2 quick process or performance wins e.g. improving triage process to reduce deflection rate
• Correctly tag ≥ 96% of chat attributes with product category

By Month 6, you will independently lead the team meetings, become an expert with the product and our support processes, you will provide on-the-fly/live feedback (during live chat) and after the event feedback to the team and individuals (chat and tickets reviews). You will also lead the escalation process from the customer support team and provide coaching and mentorship to the assigned rep. Your assessment of the team will lead to a new team structure proposal. You will also have achieved the following:

• Continue to manage at least 8 live chats per day, maintaining an average first response time ≤ 30 secs but with improved CSAT ≥ 96% monthly rolling average
• Roll out a QA framework, document support specialist KPIs and review process
• Perform an operational audit to identify and close gaps in ticket handling and escalation process 
• Correctly tag ≥ 98% of chat attributes with product category

By Month 12, you will revisit all customer support processes and propose improvements to improve the quality of chat handling per rep. Train and coach the team on customer service techniques, new processes, new engineering/product initiatives, and on selective product features/modules to improve the team knowledge (monthly training cadence scheduled with a pre-approved annual plan). You will become the customer support reference and product subject matter expert at SpotMe, internally and externally for our customers and you will:

• Define the future team structure with Tier 1 and Tier 2 specialization with regional 24x7 coverage
• Launch a monthly reporting metrics dashboard including ticket trend reporting
• Define path and implement automated or AI-assisted support options to improve support level; including first touch resolution rates, ticket deflection to Engineering

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.