Manager, Customer Support

About the role

Fin is a complete customer service platform and the leader in AI for customer service. This role offers the opportunity to lead a support team at a company focused on AI-first customer service.

Responsibilities

• People management - Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers
• Culture - Motivate and ensure the CS team is deeply aligned and committed to Fin’s strategy, vision, and core values
• CS results - Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization
• Building - Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience. This is a startup environment and we're constantly testing and learning new things
• Cross-functional projects - Partner with marketing & sales, and R&D as the voice of CS and our customers
• Process - Develop and improve our processes and policies to drive simplicity and results

Requirements

• 4+ years experience working in a customer support/service capacity - SaaS or technology company highly desired
• Minimum of 3 years experience in a role where you directly led and managed a team of people and built a strong team culture
• Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers asynchronously most of the time
• Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings
• Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture
• Comprehensive knowledge of and interest in the technology industry
• Able to recognize patterns in data and provide recommendations based on those patterns
• A sense of optimism, flexibility, resilience, grit, and creativity

Qualifications

• Ability to recognize patterns in data and provide recommendations based on those patterns
• A sense of optimism, flexibility, resilience, grit, and creativity

Skills

• Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture
• Comprehensive knowledge of and interest in the technology industry
• Ability to recognize patterns in data and provide recommendations based on those patterns

Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

Pay

The base salary range for candidates within the Greater Chicago Area is $109,000 - $130,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Schedule

We have a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

Policies

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.