Manager, Customer Support

| Seattle
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The Role

This position will be a key member of the Customer Success team! You will be the strategic leader for our approach towards our customer support and enablement. 

You will be the technical point of contact for support requests and will oversee escalations by working cross departmentally with engineering and product on necessary requests. 

You will be responsible for developing and delivering the strategy and roadmap for the implementation of formal Support SLA guidelines, measurements, and processes. You will also be responsible for the overhaul of our Help Center which will accelerate our customers time to value and provide leverage for our Customer Success team to scale and exceed goals. This position reports directly to the VP of Customer Success.

The Team

Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success organization consists of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support.

The Company

We started Knock to solve problems we faced ourselves. One of those problems was that the process for renting an apartment hadn’t evolved at the same pace as technology. It was disorganized, time consuming, and frustrating. It seemed landlords were stuck in the past and didn’t understand how to use technology to their advantage. But the problems and solutions seemed obvious to us, and we had a vision for what a better experience should be. After validating our insights with a few early customers (who became investors) we got to work partnering with real estate companies to deliver on turning that vision into reality.

Five years later, we have helped our property management customers find apartments for millions of renters. We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards.

In March of 2019 we announced we raised a $10m Series A round to continue to accelerate growth and product development, led by Madrona Venture Group: https://www.geekwire.com/2019/madrona-leads-10m-round-knock-crm-communications-service-apartment-landlords/ 

In January 2020 we were honored to receive recognition as one of Seattle’s Best Small Companies to Work by BuiltIn Seattle: https://www.builtinseattle.com/companies/best-small-places-to-work-seattle-2020

In May 2020 we announced we raised a $12m Series B round to continue on the path of growth, led by Madrona Venture Group, with partners from Lead Edge Capital and Seven Peaks Ventures:https://www.geekwire.com/2020/product-built-times-like-seattle-startup-knock-raises-12m/

Our Values

To be successful and recognized as a high performer at Knock, you should naturally encompass our core values: Determination, Excellence, Trust and Community. We take these behaviors seriously and expect everyone to bring a positive Knockstar attitude with them to work every day.

At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!

Day - to - Day:

  • Manage the support queue to defined SLA’s and satisfaction targets
  • Oversee issue escalations 
  • Progress support initiatives

Basic Qualifications

  • Experience as a people manager
  • Demonstrated success overseeing support & enablement on application software
  • Experience working with engineering teams
  • Excellent written and verbal communication skills

Why You’ll Love It Here

  • Category-creating company, enthusiastic customers, ambitious roadmap, industry leading products, comfortable taking risks and thinking outside the box, great team with solid infrastructure in place.
  • 100% medical, dental, and vision coverage for full-time employees.
  • Flexible time off & paid holidays
  • 401k to help you save for the future
  • Stock optionsGym membership at LA Fitness Signature Clubs (Currently on hold due to COVID-19)
  • We like to do fun things together! (Virtual for now!) Conferences, off site retreats, and happy hours.
  • Parental leave program
  • Whatever mode of transportation you use - we got you covered!
  • Employee referral bonuses to encourage the addition of great new people to the Knock team
  • Plus free lunch on Fridays! (When back in the office!)

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome all types!

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Location

Ballard is a hip waterfront neighborhood with trendy restaurants, indie shops, bars and craft breweries centered on historic Ballard Avenue.

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