Customer Support Manager (Remote)

About the job

Cometchat Overview :

Our mission is to fuel customer growth through meaningful user to user engagement.

CometChat builds advanced digital communications infrastructure to help thousands of businesses around the world create customized in-app messaging experiences. Our products allow developers to seamlessly add voice, video and text chat to their websites and mobile apps so that their users can communicate with each other, resulting in a unified customer experience, increased engagement and retention, and revenue growth.

In 2019, CometChat was selected into the exclusive Techstars Boulder Accelerator. CometChat (Industry CPaaS: communication-platform-as-a-service) has also been listed among the top 10 best CPaaS companies by G2 Crowd. Recently, CometChat raised a $10M Series A Round of funding led by Signal Peak Ventures and included seasoned investors such as Matchstick Ventures, Range Ventures, and Unbound VC among others.

With solid financials, strong organic growth and increasing interest in developer tool-focused companies (from the market and with top technical talent), we’re heading into an exciting period of growth and acceleration.

A global business from the start, we have 100+ team members across our Denver and Mumbai offices serving over 50,000 customers around the world. We’ve had an exciting journey so far, and we know this is just the beginning!

CometChat’s Products

CometChat offers a robust suite of cloud hosted text, voice and video options that meet businesses where they are–whether they need drag and drop plugins that can be ready within 30 minutes or if they want more advanced features and can invest development resources to launch the experience that will best serve their users.

• Quickly build a reliable & full featured chat experience into any mobile or web app.
• Fully customizable SDKs and API designed to help companies ship faster

At every step, CometChat helps customers solve complex infrastructure, performance and security challenges, regardless of the platform. But there is so much more! With over 20 ready to use extensions, customers can build an experience and get the data, analysis and insights they need to drive their business forward.

CometChat’s solutions are perfect for every kind of chat including:

• Social community – Allowing people in online communities to interact without moving the conversation to another platform
• Marketplace – Enabling communications between buyers and sellers
• Events – Bringing thousands of users together to interact without diminishing the quality of the experience
• Telemedicine – Making connections between patients and providers more accessible
• Dating – Keeping people engaged while they connect with one another
• And more!

`Position Overview & Priorities

We are seeking an experienced Support Manager to lead and oversee our support team. As the Support Manager, you will be responsible for managing the day-to-day operations of the support team, ensuring the successful resolution of customer issues, and providing excellent customer service using Zendesk. This role requires strong leadership skills, technical knowledge, and a customer-centric approach.

Primary responsibility would be:

• Lead and manage a team of tech & non tech support professionals, including hiring, training, mentoring, and performance management.
• Develop and implement strategies and processes to ensure timely and effective resolution of customer issues using Zendesk.
• Collaborate closely with cross-functional teams, including product, engineering, and sales, to identify and address customer pain points and improve the overall customer experience.
• Establish and maintain strong relationships with key customers, acting as a technical escalation point and trusted advisor.
• Monitor and analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
• Maintain a comprehensive knowledge base and documentation in Zendesk to provide self-service resources for customers and internal stakeholders.
• Provide technical expertise and guidance to customers and internal teams regarding the configuration, setup, and troubleshooting of our products and services.
• Conduct regular training sessions and workshops to educate customers on the features, functionalities, and best practices of our products and services.
• Ensure compliance with service level agreements (SLAs) and other performance metrics related to technical support

Preferred Qualifications :

• Bachelor’s degree in a relevant field. Additional certifications in customer service or management are a plus.
• Proven experience in a support management role, preferably in a software or technology company.
• Strong knowledge and experience with Zendesk, including ticketing, knowledge base, and reporting functionalities.
• Excellent problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide innovative solutions.
• Exceptional leadership and team management abilities, with a track record of building and motivating high-performing teams.
• Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Strong customer focus and a passion for delivering exceptional customer support.
• Proficiency in using Zendesk or other similar support ticketing systems and customer relationship management (CRM) tools.
• Proactive and self-motivated with the ability to work effectively in a fast-paced and dynamic environment.

Core Values

Go above and beyond for the customer: We are obsessed with ensuring every customer is taken care of, no matter how big or small they are. We truly believe their problems are our problems, and will stop at next to nothing to see them succeed.

Act with integrity: Be honest, be authentic and genuine, be open and do the right thing, no matter who’s watching. We know what we know, and what we don’t know, we’ll let you know. And then we’ll do our darndest to figure out a solution.

Be relentless: Never stop innovating. Be relentless in trying new things, and improving our product. Challenge the status quo, embrace learning curves, and don’t be afraid to fail. Focus on the outcome and everything else will fall into place.

Be curious: Practice empathy. Anticipate customer needs, and solve them before they get there. If you don’t understand something, ask questions and learn.

Have fun: Laugh. Be positive and kind. Make people feel good. Life is too short to not spend time doing what you love with folks you enjoy being around.

Interview Process

Our goal is to make sure you have the chance to get to know CometChat as we learn more about you. Through a series of conversations with CometChat’s founders and key stakeholders, we’ll want to learn more about your strategic and functional expertise, and your passion. We hope that you’ll bring questions and ideas to each conversation and suggest ways that we can get to know you and your capabilities better.