We’re looking for a Customer Support Manager who’s passionate about people, problem-solving, and building an exceptional customer experience. In this role, you’ll lead a team of support specialists, championing their growth while ensuring customers receive top-tier support. You’ll collaborate across teams, using customer insights to shape our service strategy and keep our team aligned with company goals.
What You’ll Do:
Lead and Grow an Amazing Support Team
- Manage and coach small diverse high performing team
- Foster a positive, collaborative culture that reflects Prezi’s values.
- Host regular check-ins, deliver feedback, and support career growth.
- Manage team schedules and shift rotations, ensuring smooth operations.
Champion a Great Customer Experience
- Ensure outstanding service across all support channels (tickets, chat, phone).
- Serve as the “Voice of the Customer” in key meetings and initiatives.
- Analyze customer feedback to spot trends and implement improvements.
- Identify ways to enhance workflows and explore new tools (including AI) to streamline processes.
Collaborate and Drive Improvements
- Partner with Product, Operations, and other teams to align goals and enhance support services.
- Contribute to projects that improve support tools and service capabilities.
- Share insights and data-driven recommendations to improve customer outcomes.
Track and Optimize Team Performance
- Monitor key performance metrics and use insights to refine strategies.
- Identify and address inefficiencies, driving continuous improvement.
What You’ll Bring:
- 3+ years of customer support experience (SaaS/tech industry preferred).
- 2+ years in people management with a focus on coaching and team growth.
- Excellent communication and collaboration skills.
- Strong analytical skills and experience with support tools like Zendesk.
- Passion for customer-centric service and staying up-to-date with the latest trends, including AI innovations.
Nice to Have:
- Experience managing remote or global teams.
- A proven ability to navigate change and drive innovation.
What We Offer:
- A fully remote-first environment with teammates in 15+ countries.
- Flexible time off for work-life balance.
- Wellness benefits like gym perk, mental health support, and sabbatical leave.
- Stock options so you can grow with us.
- Remote perks to support your home work environment
Ready to Make an Impact?If you’re excited about leading a high-performing customer support team and driving meaningful change, we’d love to hear from you. Apply with your resume and a brief cover letter explaining why you’re the perfect fit!
Prezi is an equal opportunity employer—we celebrate diversity and are committed to building an inclusive workplace.
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