Senior Community Support Manager
Pitch Software
Customer Service & Support
IT & Telecoms
₵
Confidential
1 month ago
Job Summary
We are looking for a senior manager to lead Pitch’s B2B software support team. In this role you will be responsible for managing a team of four product and community specialists to ensure that our customers' needs are consistently met or exceeded. You’ll also play a key role in influencing our product roadmap by collaborating directly with product teams to improve Pitch based on customer feedback. Together with your team, you’ll engage with our passionate community and help develop it further. If you are a dynamic and empathetic individual with a passion for customer support and people management, and an interest in innovative, quality software, please apply to come and manage our team.
- Minimum Qualification:Degree
- Experience Level:Senior level
- Experience Length:5 years
Job Description/Requirements
What you'll get to do
- Lead and manage a team of product and community specialists, providing guidance and developing processes that ensure that our customers receive timely and effective support.
- Develop and implement procedures, systems, and policies to ensure efficient and effective customer service at all times and wherever the customer is located.
- Work with product leadership to ensure customer feedback is taken into account and issues are resolved in a timely and satisfactory manner.
- Monitor and analyze customer support and community metrics to identify trends and areas for improvement.
- Support the team with strategic direction of community activities and customer events.
- Provide training and development to ensure that the team is equipped with the necessary skills to provide an excellent customer experience and that team members are growing and progressing in their careers.
- Reinforce and build upon an existing culture of empathy and professionalism within our customer team.
Who we are looking for
- At least 5 years of experience in customer support, with at least 2 years in a people management position.
- Demonstrated experience in leading a customer support team, and a proven track record of delivering strong results (e.g. CSAT scores, response times).
- Excellent communication and interpersonal skills, with the ability to work effectively with both internal and external stakeholders. Fluency in spoken and written business English.
- Strong empathy and emotional intelligence, with the ability to put oneself in the customer's shoes, understand their goals, and translate these into practical steps to resolve their issues.
- Experience collaborating with product teams to improve products and services.
- Strong understanding of customer support KPIs and ability to report on key metrics.
- Experience using and optimizing common customer support tools (e.g. Intercom) and selecting tools to improve team processes and impact.
- Experience growing and engaging a customer community is a bonus.
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