Customer Support Manager

Job Description

About Triplebyte Triplebyte helps companies find and hire great technical talent. For any company building software, this is crucial for success. A recent survey of top C-Level Executives , across multiple industries, showed that software, R&D and recruiting technical talent are the top areas they are planning increased investment and budget over the next 5 years. Companies like Apple, Dropbox and American Express trust Triplebyte’s online technical assessment to identify the best engineers for their open roles and reduce the time and effort it takes to hire them. We just raised a $35 million Series B and our team of 40 will double in size during 2019. Now is a great time to join as we're on an exciting growth trajectory. You will have lots of opportunity for taking on responsibility and developing new skills quickly. We have built Machine Learning models that predict the likelihood of an engineer getting an offer from a particular company. Interviewing and assessing engineering talent tends to be noisy, but our technical assessment has proven to be good enough to extract meaningful signals. We collect data on interview results and in-house evaluations, which gives us a unique dataset to play with. We've used that data to deliver a 40% conversion rate on our candidates at interview to offer, compared to the industry standard 20%. Our mission is to create a scientific method for identifying great talent and intelligently route it to the best place, streamlining and speeding up the recruitment process, while removing human biases that can hold back some candidates. Press Links You can read more about our company and hear from our founders in the press here: Triplebyte raises $35M for its online coding test and credentialing service for hiring engineers Triplebyte raises $35 million to match engineers with employers CNBC (Your Next Job Interview Could be with a Robot) Lessons from Doing Y Combinator Twice - Harj Taggar Building an Engineering Team - Harj Taggar and Ammon Bartram You can also read some case studies with a few of our partner companies like Box, Instacart, Mixpanel and Gusto and also learn more about us on our press page . We're an experienced team , the founders have each built and sold companies before. Ammon and Guillaume founded Socialcam ( acquired by Autodesk for $60 million ) and Harj was the first partner hired at Y Combinator since its founding. Customer Support Manager Triplebyte is changing the way companies hire software engineers. Change can result in many questions for our candidates. A key priority for Triplebyte is to improve the customer service experience, create engaged customers and facilitate organic growth for the company.

Role Responsibilities

• Own, document, and manage the Support Department
• Take ownership of candidate issues and follow problems through resolution
• Establish performance metrics and measurements both quantitatively and qualitatively
• Analyze and compile statistics/reports
• Work closely with the Growth, Product, and Interviewer teams to recommend candidate experience improvements/resolve recurring issues
• Set service procedures, policies, and standards
• Hire and train a Customer Support team

What You Need to be Successful

• 4+ years of Customer Success or Customer Support experience
• Experience building out a Customer Support team from scratch
• Must be self sufficient; you will be implementing Customer Support policies, documentation, procedures, metrics, and best practices for the first time
• Must remain calm under pressure and have a strong ability to diffuse difficult situations with unhappy candidates; strong mediation skills
• Experience in HRTech, Recruitment Tech or Recruiting is a plus

Compensation and Benefits Competitive salary and stock options package Open vacation policy Employer paid health, vision and dental insurance 401(k) plan with matching Pre-tax commuter benefits Daily catered lunches Our Mission We believe strongly in building a truly meritocratic, unbiased process for finding great talent. Even the best technology companies today still use where people went to college as a proxy for intelligence and ability. We're building a process that looks only at ability, not credentials, so we can have a future where everyone can focus on just learning and being good at what they do, not how they look on paper. Every aspect of running a company has been improved over the last decade, except hiring. Most decisions are still made using amorphous terms like "gut feel" or "culture fit". They should be made using crisp data. Only a company specializing on this problem, using data collected from the hiring process at hundreds of companies, can solve it. That's the company we're building. Our mission is creating a scientific method for identifying great talent and intelligently routing it to the best place. Starting with software engineers. Apply for this job