Customer Experience Manager

Welcome to Centage, we’re happy you’re applying! We think the most important thing about Centage, about working anywhere, in fact, is the people and how they interact.

At Centage we foster an environment of caring, helpful, considerate, and empathic people. We think that’s the best environment to foster excellence and it is one of the things we care most about in our hiring process. If you are empathic and able to talk with humility and encourage others to thrive, we want to hear from you!

We don’t want brilliance without empathy. We don’t want creators who don’t share. We don’t want rock stars that don’t contribute to the community.

What it’s like to be an Customer Experience Manager

Centage is looking for a manager to lead for our Support Team and drive our overall customer experience. You will be part of a culture where teamwork, collaboration, and learning are top priorities alongside winning. Centage believes in career advancement and has a track record of promoting top performers from within. Your day will be spent managing the support team of 4 to 5, along with helping to lead the Customer Success Managers.

What does the day to day look like

• Lead the team of support staff, including the Customer Success Managers
• Evaluate and build better processes to streamline the support services and improve the customer experience
• Drive projects related to customer satisfaction and product adoption
• Working closely with the Customer Success, Advisor, and Product Development teams to triage, troubleshoot, and process requests
• Becoming a product expert by providing timely and helpful support to our clients; including financial data review and analysis
  

Why you might like it

Tough problems are fun to you. Solving complex problems and then looking back on ways to simplify the process is what makes you tick. You enjoy leading teams, both remote and in person and like to coach and counsel people to better their career.

No two days are alike and the challenge to learn something new is interesting to you. Even if you have never seen an FP&A tool, you already want to get in there and understand it and know everything about it.

Why we might like you

You have a passion for the customer and for streamlining processes. You go that extra mile to ensure all support issues are resolved and the customer is happy.

You understand the importance of a great support function and have a innate passion for providing a great customer experience. You want to be part of building that all while working in tandem with multiple groups throughout the company.

Requirements

• 1-2 years of Management or Support Team Lead experience
• Comfort with technology, data review, analysis, and manipulation; advanced Excel and report building skills; SQL knowledge a plus
• Attention to detail/organized – Process driven and can track and maintain a high volume of customer requests
• Time Management – Skilled at calendar management and follow-thru
• Strong written and verbal communication skills – Striving to go above and beyond to fulfill client requests
• Ability to thrive in fast-paced environment and self-motivated
• Zendesk experience preferred
• Software industry experience is a plus
• Proficiency in Microsoft Excel and Google Workspace a plus

Benefits

• $1,000 education budget
• The chance to work with innovative and progressive technology
• Company-paid health, dental, and vision insurance
• Start-up environment with a proven playbook
• Medical and dependent care flexible spending accounts
• Company Short Term Disability coverage
• Company-paid Life and AD&D coverage with option to purchase additional coverage
• Open PTO policy
• 9 paid public holidays each year
• 401(k) matching plan

Base salary range from $75k - $95k