Team Manager, Customer Support

Job Description

Greenhouse is looking for a Team Manager, Customer Support to join our team!

As customer-facing product experts, our Customer Support Specialists lead our efforts to showcase Greenhouse as not just a set of useful recruiting features, but as a platform for organizational change. This team has a high bar for customer happiness and strives to help our customers transform the way they hire.

As the Team Manager, you will lead and grow our Support team and help influence strategic workflows and process improvements.

Who will love this job

• A coach – you have an innate magnetism and leadership style that encourages others to follow
• A planner – you get a thrill out of keeping information and people organized and can both anticipate and overcome roadblocks
• A people partner – you smooth bumpy roads and have a knack for winning hearts and minds
• A champion – you work behind the scenes to support the everyday heroes on the team
• A standout colleague – you not only have a strong attention to detail, but also see the “big picture” and contribute ideas to improve the organization

What you’ll do

• Manage a collaborative, customer-facing team, leading hiring, onboarding, and training efforts as needed
• Guide your team’s strategy and identify areas for improvement, enhancing efficiency and balance in workload
• Partner with other internal leaders to ensure a cohesive customer experience
• Utilize data to track progress and take action on critical metrics
• Assist with documenting team processes and standard methodologies
• Expertly resolve advanced customer issues, seizing such opportunities to help team members learn and grow

You should have

• Experience in a customer-facing role, preferably for a SaaS product
• Outstanding customer service skills – the ability to be empathetic, responsive, and solutions-focused
• Exceptional written and verbal communication skills
• Experience managing a customer-facing team, a plus
• Experience in recruiting and hiring, a plus
• Your own unique talents! If you don’t meet 100% of the qualifications outlined above, tell us why you’d be a great fit for this role in your cover letter

Applicants must be currently authorised to work in the Republic of Ireland on a full-time basis. Greenhouse is not in a position to support employment permit applications for this role.

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