Support Manager

Volt is transforming the massive and rapidly growing communications platform industry ($400B). Backed by some of the world’s leading venture capital investors, we are on an ambitious mission: To make leveraging communication infrastructure easy. Our work is to build the first product suite for Messaging Ops, so that software teams, program managers, and messaging ops managers can focus on building programs that work and applications that delight users.

• We are a small, quickly growing team of relentlessly resourceful entrepreneurs and startup veterans.
• We are building a growth-oriented, inclusive, passionate team that learns while doing and challenges each other to accomplish extraordinary things.
• We believe in ownership and transparency. We all take responsibility, and no team member will ever need permission to make a difference for our team or for our users.
• Strong focus on users and product innovation — you will be directly involved in user experience research, strategic product design, and iteration.

About the Role

We are seeking a dynamic and dedicated Support Manager to join our team, who will play a crucial role in ensuring our customers receive exceptional service and support. Reporting directly to the Head of Customer Experience, you will be responsible for managing the day-to-day operations of our customer support function, resolving complex customer issues, and continuously improving our support processes. In this role, you will be a key player in driving our customer support strategy and execution.

What We Look For

As Support Manager, you will:

• Manage the daily operations for the customer experience team, ensuring timely and effective resolution of customer inquiries and issues through various channels (email, phone, and chat).
• Build and maintain strong relationships with key customers, promptly responding to, escalating, and resolving any concerns or complex issues that arise to ensure customer satisfaction and loyalty.
• Collaborate with the sales, product, and engineering teams to ensure customer needs are met and feedback is communicated.
• Continuously assess and improve customer support processes, best practices, and workflows to increase efficiency and effectiveness and ensure customer satisfaction.
• Responsible for tracking, analyzing, and providing regular reporting of customer support metrics (e.g., response time, resolution time, customer satisfaction scores) to identify trends and areas for improvement.
• Collect and analyze customer feedback to identify common issues and areas for improvement, working closely with Customer Success to implement solutions.
• Maintain and update the customer support knowledge base, ensuring that accurate and up-to-date information is available to customers.
• Assist with billing & invoicing customers on a monthly basis.
• Serve as a customer advocate within the company, working to ensure that customer needs and perspectives are considered in decision-making processes.
• Stay up-to-date with industry trends and best practices in customer support and SaaS to continuously improve the team's skills and capabilities.

Where

We are remote-first. If you’re local, our office is open and available to you — we are based out of the One Technology Center in downtown Tulsa, Oklahoma.

Requirements

Someone with a demonstrated track record of the following:

• Bachelor’s degree in Business, Communications, Information Technology, or a related field (relevant experience may be considered in lieu of a degree).
• Experience in the SaaS industry is highly preferred but not required.
• 3-5 years of experience in customer support, customer service, or technical support roles and previous experience managing support operations is a plus.
• Possess exceptional communication, organizational, interpersonal, problem-solving, and critical-thinking skills.
• Ability to manage multiple priorities, have a high attention to detail, and ability to adapt to changing business needs.
• Proficiency with customer support software and tools.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to work independently and as part of a team, having a high level of empathy and patience.

Technologies You Will Use 

• Intercom
• Stripe
• Hubspot
• Metabase
• PandaDocs
• Lago
• Google Suite 

Benefits

This will be a salaried position. Volt provides health, dental, vision, and life insurance at no extra cost to employees. The salary for this position is $70,000-$90,000. An additional portion of compensation is also equity in the form of stock options.