Customer Support Manager at Zipwhip

| Seattle
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Zipwhip is a Seattle-based SaaS (Software-as-a-Service) company providing text messaging to businesses across North America through cloud-based software and a best-in-class API solution. One of the fastest-growing tech companies in North America as ranked by Deloitte Fast 500 2017 and 2018, Zipwhip invented the technology that enables businesses to text using their existing landline, VoIP or toll-free phone number and communicate with consumers the modern way. 

Zipwhip is aggressively investing in our people, product offerings and processes. We are backed by Goldman Sachs, Microsoft Ventures, OpenView, Voyager Capital and a host of other investors, and are seeing rapid growth in both employees and revenue. Zipwhip is the only business-texting provider with direct connections to all Tier 1 and 2 wireless operators in the U.S., and we've delivered billions of texts to consumers nationwide. 

Zipwhip employees come to work every day (to one of Seattle's coolest offices) inspired and ready to live out our DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration, and Trust. If you want to be part of an organization where highly motivated thinkers are empowered to change the way we communicate with the world around us, then we'd like to hear from you.

What we're looking for: 

We are looking for a Customer Support Manager that could help us ensure that every one of our customers has an excellent experience while using Zipwhip products and services. We are seeking someone who will advocate for a customer-centric support approach and share our company DIRECT values. The ideal candidate will be a self-starter, effective people relationship management, problem-solver and independent thinker who has experience earning the trust of senior stakeholders to implement change.

As Manager of the Customer Support team, you will be responsible for leading a team of approximately 10-12 team members. You will oversee all the daily operations, meeting team KPIs, and evaluation of the team. This is a hands-on position requiring an obsession to improve both the customer and employee experience.

What's the job really? 

  • Leadership and mentoring of every individual on the team. Guide them to strengthen quality and efficiency metrics. Organize, prioritize and schedule work assignments to meet business needs.
  • Hire, train, and mentor a diverse, creative, and talented support team. Includes manage capacity planning, and attendance.
  • Use data to understand, influence and prioritize broken customer experiences.
  • Serve as the Support Ambassador while collaborating with internal teams (Success, Sales, Finance, TechOps, Product, Marketing) to support business development efforts for both small, mid-market, and enterprise accounts.
  • Build customer loyalty by building rapport with our customers and find solutions to complex customer and technical issues. This includes customer escalations.
  • Advocate quality in every aspect. Partner with Senior Support Specialists and Leadership to identify opportunities from Quality (CSAT) and customer (NPS) feedback and recommend corrective action plans and inputs to the Voice of Customer program.
  • Be the primary information source for the Customer Service and Technical Support Specialist Team; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Pitch in to be an active team player who shares the load and helps others. May include after-hours and holidays.
  • Serve as a resource for employees on policy and procedures.

What you bring to the table: 

  • Three (3) years previous experience successfully leading a team in a customer service environment.
  • Demonstrate strong coaching, interpersonal and communication skills. Clear and effective verbal and written skills.
  • Demonstrated experience with leadership principles and performance management. Proven experience with driving professional development of direct reports.
  • Experience with performance metrics and process improvement (how, when, who). Ability to think clearly and analyze quantitatively using multiple systems.
  • Proven track record hiring and coaching supports teams with low attrition. You past team members are eager to work for you again.
  • Demonstrate a customer-centric mindset.
  • Self-starter attitude and the flexibility to work in a fast-changing environment and ambiguous situations.
  • Experience communicating with technical and non-technical stakeholders across multiple teams.
  • Work to create a team environment to openly discuss trends and develop and drive the implementation of new solutions.
  • Demonstrated competency with one or more analytical toolkits, not limited to Salesforce, Talkdesk, MySQL, and MS Office.
  • Demonstrate ability to effectively manage time and ability to perform multiple tasks simultaneously.
  • Strong work ethic, proactive at identifying and resolving issues, self-motivated and resourceful.

What we offer:

  • Fun, lively startup culture and one of Seattle's coolest offices. Note we’ve since moved into an even cooler office (300 Elliot Ave).
  • Core values-based leadership.
  • A culture of employee engagement-lively weekly company updates as 1 example.
  • Competitive salary and stock options.
  • Stipend for transportation and cell phone usage.
  • Full benefits package including parental leave, a generous matching 401k program, PTO, and medical, dental, vision, disability, and life insurance.
  • Complimentary snacks, complimentary beverages, and free lunch on Fridays catered by local chefs.

Zipwhip values an inclusive and diverse team.

Being an equal opportunity employer is important to us. We work hard every day and value an inclusive and diverse team. We are an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, national origin or ancestry, citizenship status, creed, religion, sex, pregnancy, sexual orientation, gender identity or expression, age, marital status, veteran status or any other status protected by federal, state or local law.

We are an E-verify participating employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.

Jenna

Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Culture
Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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