Customer Support Manager

The Role

AceUp is seeking an experienced Customer Support Manager. This position will be instrumental in setting the strategy and execution of AceUp’s Global Customer Support Program. We are looking for a team member who brings a track record for building and delivering a gold-standard user support program that exceeds customer expectations.

Who we are

AceUp is the premier provider of transformational leadership development at scale. As a strategic advisor to companies of all sizes, we help leaders develop a human-centered approach, and enable them to offer upskilling and reskilling resources required to compete in today’s new world of work. Overcoming today’s challenges is critical for sustained success, so we meet clients where they are and take them to where they want to be. Founded in 2015, our solution helps organizations embody their people and prioritize purpose as an integrated initiative in their business strategy. We build people-first cultures and drive growth through unparalleled leadership coaching, scale-enabling technology, and performance analytics.

We are a startup full of passionate, dedicated, and supportive individuals that believe in helping each other achieve our maximum potential. We are extremely proud to have been named to Inc. Magazine’s Best Workplaces of 2020 for the work we are doing and actively building a team of highly talented people who each bring their own strengths, skills, and perspectives to our fast-growing company.

This role is part of AceUp’s Implementation & Delivery Team. The Implementation & Delivery Team’s values are:

• Truthful and transparent; we work with integrity 
• Hold compassion for our coaches, clients, and teammates 
• Act with a bias towards streamlined cross-functional collaboration 

Who you are

You have proven success in technical support or support delivery. You deliver exceptional customer support to clients and a network of 3rd party client success partners in a SaaS environment. You spearhead and execute the daily operations of the company’s support service. 

What you do

• Develop and drive key performance indicators that deliver the best customer experience and productivity. Manage and monitor performance
• Collaborate with Engineering, Product, and Customer Success teams toward shared objectives (e.g., ticket resolution, process definition)
• Oversee inbound troubleshooting and resolution of customer issues across core channels (email, phone, mobile app, customer conversation, website form, etc.)
• As necessary, directly resolve user inquiries.
• Define and monitor the escalation process to Tier 2 / Tier 3, as well as reverse escalation (issue caught internally and requiring customer communication)
• Set up and maintain customer support tooling (i.e., ticketing / CRM platform)
• Manage, develop, and optimize AceUp’s knowledge base
• Identify opportunities to create new support offerings that differentiate the support experience and uniquely address customer needs.

Requirements

• 2+ Years of leadership experience preferred
• Experience at a fast-paced, hypergrowth start-up or company; you have been in the high-tech industry for 5+ years in a customer-facing team capacity and have other relevant technical experience demonstrating your relationship-building skills.
• You appreciate the technical trade-offs when building software and can empathize with engineers, customers, and partners alike.
• You’ll have a track record of successful deliveries end to end, with solid customer-facing and stakeholder management skills.
• Experience in building customer communications, including self-help content.
• A collaborative approach, excellent analytical and presentation skills
• Has a track record of meeting & exceeding goals. 
• Proven track record of structuring projects and programs and working with diverse stakeholders to achieve goals.
• An analytical and problem-solving mindset; Is able to uncover the root cause of complex problems. Rapidly and incisively can assess pros/cons and risks/benefits. 



What we offer

• Competitive salary based on experience
• Unlimited  PTO
• Comprehensive Health Benefits including Medical, Dental, and Vision
• 401k option
• Stock options
• Company-sponsored one-on-one executive coaching
• An exciting and positive work environment where you are encouraged to develop and thrive

AceUp is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.