Customer Support Manager

Eight Sleep

Customer Service & Support

IT & Telecoms Confidential
3 weeks ago

Job Summary

Support the Director and CX management team, as well as 30+ support representatives, to achieve goals, ensuring that a seamless and efficient resolution is the experience for every member. You will drive CSAT and NPS, own SLAs, perform administrative duties, support vendor relationships, and provide data analysis on various trends and topics. You will be the direct contact for internal departments and external partners regarding failure analysis and escalations. This role will have a direct impact on member experience and scaling operations.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:4 years

Job Description/Requirements


  • Oversee SLAs/KPIs to ensure they are not only being met, but strategize on how to exceed

  • Daily management of tasks to track member sentiment and agent performance

  • Manage agent escalations, policy exceptions, compensations, reimbursements, courtesy offers

  • Triage Tier 3 cases involving HW, SW, network, and connectivity issues

  • Determine that replacements are necessary and ensure defective items are sent back

  • Monitor technical support volume to identify trends and document findings

  • Collaborate with engineers/product teams to ensure troubleshooting is up to date and effective 

  • Investigate member escalations for new and replacement orders

  • Process custom and/or expedited orders for VIPs and/or urgent cases

  • Coordinate outbound communication to members on shipping changes/delays

What You’ll Need to Succeed:

  • The ability to work between 6pm-3am ET during the week and/or weekend - this is required for the role. No exceptions.

  • 2-4 years of technical support experience handling intense, highly-visible cases with a calm demeanor, yet quick resolutions. 

  • 1-2 years in a management role, fostering a growing support team, preferably for a hardware product with a software/firmware component.

  • Excel proficiency - you will be tested!

  • Must have demonstrated customer service skills. You enjoy helping others and you believe in doing the work so they don’t have to.

  • You place CSAT and NPS above all else and build operations to drive these metrics.

  • Working under pressure comes as second nature; you excel at navigating gray areas.

  • Shifting priorities doesn’t scare you, as you are always prepared and organized.

  • A strong communicator with a commitment to quality. You deliver detailed information in a clear and concise way. You remain open to feedback and ask questions when expectations seem uncertain.

  • You are a team player. You like to support and grow with your peers. You manage and develop direct reports with a growth mindset. Their success is your/our success!

  • You are an owner. You seek out new challenges and meet your deadlines. You take accountability for your failures, as well as your accomplishments. 

  • Experienced in support tools (Kustomer, Shopify, Looker, Postman, etc) and the administrative duties required to build reporting and workflows in support of daily operations.

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