The Role

We are seeking an individual with support management experience for our SaaS solution. Reporting to the Director of Support, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Finance, Product Management and Engineering, leading a team of Customer Support Representatives, to provide incident and escalation management for technical and account escalations. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

As a member of the Technical Support team, you are the proactive front line and face of Outreach. You interact with our customers daily and make them better at what they do while improving our product.

Our customers will look to the CSR team for answers to basic support questions and you will work closely with the Technical Support Engineering team to resolve our customers’ issues. The CSR team will help our customers be as successful as possible by knowing how to use our product and addressing their issues quickly and effectively. You will be responsible for leading the team by motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for analysis and implementation of staffing, training, scheduling and reward/recognition programs.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include:

• Developing and leading the CSR team, providing enterprise-level, world-class customer support, servicing customers and internal teams
• People management responsibilities, including recruiting, career development, performance management, etc….
• Development of performance metrics and KPIs to drive continuous process and service improvement.
• Working with customers to successfully triage and resolve Outreach support incidents
• Managing inbound support emails, chats, and phone calls
• Providing awesome support to customers
• Providing appropriate coaching, counseling and direction to the CSR team
• Motivating and inspiring the team, being a leader by example and ensuring team members have the appropriate training and resources to succeed in their jobs
• Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers

Basic Qualifications

• 2+ years of experience in technology support or customer service management, preferably at a SaaS company
• Strong passion for delighting customers
• Bachelor’s degree
• Able to work independently and make decisions. Demonstrate ability to manage priorities in a fast-paced environment
• Excellent written and verbal communication skills
• Demonstrate a passion for resolving customer issues
• Bring a strong sense of empathy for customers
• Leadership Skills
• Performance Management
• Problem Solving/Analysis

Preferred Qualifications

• Chat experience a bonus
• Military experience a plus
• You have experience with the technologies we use, including:
• Outreach
• Gmail
• Zendesk
• Salesforce
• Exchange
• Slack

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen