Metadata is looking for a Customer Support Manager to help our support team to be more productive, work more effectively, and deliver better service to our customers. You will create an environment for the support team in which they can do their best work. The Support Operations team works with external customers as well as internal staffs — the support team themselves, customer support leaders and senior company management.

You will:

• Define customer support workflows and processes
• On-board and train new support team members
• Collect and analyze customer support performance and delivery data, take action regarding responses, and report to the organization
• Measure and improve overall customer experience levels
• Forecast customer support demand and build necessary team resources
• Implement best practices, policies and processes to deliver a best in class customer experience
• Ensure that customer support requests over any channel (case, phone, chat, e-mail, social media, etc.) are resolved efficiently, effectively and courteously by the customer support team
• Analyze customer feedback and service data to understand both operational trends and new feature requests / ideas including incidence rate and impact to users

You check these boxes:

• Ability to operate 100% remote
• 2 years experience managing a globally distributed remote Customer Support team in a SaaS environment
• 5-10 years experience delivering frontline customer support in a SaaS environment
• Experience with common software/tools in a customer support environment (Salesforce, CRM software, Zendesk, JIRA, Pendo, Slack).
• Proven leadership and team motivation skills
• Strong written and verbal communication skills
• Education : Bachelor’s degree or equivalent work experience

Your benefits:

• Extremely great compensation package and benefits, including a stock option program & 401K
• Excellent medical, dental, and vision plans with options for employee medical coverage at $0 per month!
• Career growth opportunity in a growing, new technology early-stage company
• Unlimited PTO
• Mandatory "Birthday Off" policy
• Work from anywhere

ABOUT METADATA:

B2B marketers use Metadata to automate their paid campaigns and drive more revenue. Metadata frees B2B marketers from technical, mundane, and repetitive tasks to spend more time on high-value work like strategy and creativity. Since our founding in 2015, we've grown into a global, remote-first team spread across 23 states and 18 countries. We're transparent, committed to growth, and never take ourselves too seriously.

We care about fairness so you can be ensured that your application will never be judged based on your religious belief, age, color, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, family status or disability.

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