As a core member of a rapidly growing startup, our Customer Support Manager has an unmatched opportunity to build a team from scratch and shape a new division. Operating in a metrics-driven, people-centric environment, the Customer Support Manager crafts a sustainable model to classify any request in the world, anticipate and meet user needs and demands, and ensure exceptional user experience overall. The Customer Support Manager works with teams across the globe (San Francisco, Boston, Tel Aviv, Calcutta), collaborating with Product and R&D teams to bring peace of mind to an increasing number of people. The challenge - translate human creativity into smart AI algorithms. Yeah, science-fiction. 

This is your next big challenge: a rare opportunity to be part of a leadership team relentlessly dedicated to revolutionizing the productivity space. 

Responsibilities

• Build and lead a team comprised of 4-5 Shift Managers: in charge of selection, goal setting, performance management, team building, and coaching.
• Plan, manage, and provide feedback on daily responsibilities of the Shift Managers team, ensuring continuous high team performanceand efficiency.
• Lead key initiatives to deliver high-quality service in every aspect of the customer experience. 
• Proactively identify customer challenges, monitor KPIs, and use insights to propose, design and implement new service features.
• Operationalize and lead crossfunctional projects to drive customer adoption, satisfaction, retention, and growth.
• Shape customer support strategy, constantly on the lookout foropportunities to improve quality and increase efficiency.

Skills and Qualifications

• Track record of successfully managing processes that result in outstanding customer service and support. 
• Experience leading and managing a team; ability to build a team culture in the office, the rockclimbing gym, the bar (or the newest cold-pressed juice spot).
• Demonstrated surviveand-thrive skills in a startup environment.
• Degree in Business/Operations/Management Science or a related technical field (or its equivalent in life experience)
• Can deliver results in a changing environment, demonstrated success in managing multiple projects and juggling competing priorities.
• Ability to selfdirect and no recollection of getting intimidated by complex challenges.
• Excellent communication skills: you have or believe you could win the next debate or essay competition. 
• Open-minded, collaborative, dependable,and poised when working through customer challenges.
• Strong attention to detail.
• Enjoy the challenge of growing together with a rapidly scaling company.