Customer Experience Manager

We are looking for a dynamic and entrepreneurial Customer Support Manager to establish and lead our customer support call center from the ground up. If you have previous experience working in a startup environment, thrive in fast-paced settings, and enjoy building processes from scratch, this role is for you. As part of a rapidly growing team, you will define procedures, implement support tools, and develop key metrics to ensure a seamless and exceptional customer experience.

Key Responsibilities:

• Team Leadership: Recruit, train, and manage a small but rapidly growing customer support team. Foster a startup mindset where agility and innovation are key.
• Build Processes from Scratch: Design and establish scalable support workflows, escalation protocols, and scripts suited for a startup environment where speed and adaptability are critical.
• Define and Track Metrics: Establish key performance metrics (e.g., response time, first-call resolution, customer satisfaction) and optimize them regularly as the team grows.
• Implement Startup-Friendly Tools: Identify and integrate cost-effective, startup-friendly tools and technologies (CRM, helpdesk software) to enhance support efficiency.
• Startup Agility: Be hands-on and willing to adapt quickly to changes, whether it's testing new processes, taking customer calls, or helping with cross-functional needs.
• Data-Driven Growth: Leverage support data to make informed decisions and iterate on processes, ensuring the team meets evolving customer and business needs.
• Collaborate Across Teams: Work closely with other departments (Product, Engineering, Sales) to resolve customer issues, while bringing the startup mentality of breaking silos and moving fast.
• Customer-Centric Culture: Embed a customer-first mentality in the support team, ensuring that every interaction leads to a positive customer experience.
• Policy Development: Create and document customer support policies, training materials, and best practices, ensuring they are scalable as the company grows.

Requirements

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience)
• 3+ years of experience managing customer support or call center operations, ideally in a startup or high-growth environment
• Proven track record of establishing customer support procedures and metrics from the ground up
• Strong leadership and hands-on approach to team management
• Experience selecting and implementing CRM, Salesforce, Zendesk, Zoho and support tools in a cost-effective manner.
• Excellent communication and problem-solving skills
• Ability to thrive in a fast-paced, constantly evolving startup environment

Preferred Qualifications:

• Previous startup experience is highly valued; ability to adapt quickly, wear multiple hats, and contribute beyond core responsibilities
• Experience in SaaS, tech, or construction-related industries
• Familiarity with startup growth stages and scaling customer support teams accordingly
• Strong data analysis skills to drive continuous improvement

Benefits

• Competitive salary and equity options
• Health Insurance
• 401K
• The chance to be a key part of building a company from the ground up
• Professional growth opportunities as we scale
• A fast-paced, entrepreneurial work environment where your voice matters