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Customer Success Manager

Sense Talent Labs, Inc.
Remote, OR
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Company Description

Sense is a diverse, collaborative team tackling one of the most universal challenges in today’s workforce. With a mission to change the way companies engage with talent, we’re creating a better experience for employers, recruiters, and candidates. Your work at Sense will impact millions of people around the globe and will be instrumental in evolving an entire industry. Join us in shaping the workforce of the future!

Founded in 2015, Sense is a high-growth HR Tech SaaS startup with offices in the Bay Area and Bangalore. It has 250+ team members, serves 600+ customers, and has grown 100% year-over-year since launch. We have raised $90M in funding, backed by GV (Google), SoftBank, Accel, and Avataar Ventures.

As a part of the Sense team, you’ll play an active role in shaping and developing our products and processes. Our founders are lifelong entrepreneurs with a history of building, scaling, and successfully exiting large companies. At Sense, your career goals will be supported through active mentorship and learning and development opportunities. We’re an experienced team and looking for great people to add to our team.

Job Description

We are looking for an experienced, customer-obsessed Customer Support Manager. As a leader in the Sense Customer Support team, you will coach and mentor the team to help provide a world-class experience to our customers.

The ideal candidate knows how a Support Team should be structured and is passionate about building and leading teams that drive customer advocacy and delight at scale. You will lead a distributed team of Customer Support representatives, and work cross-functionality with all departments at Sense.

Responsibilities:

  • Guide the professional development of the Support team while helping them to perform at their best
  • Conduct quality assessments of the team’s transactional work, tracking trends across the team, and individuals, in order to guide individual performance discussions and solve larger operational inefficiencies
  • Execute on a strategy for continuous improvement of team KPIs and help each individual perform their best
  • Facilitate team meetings to discuss business happenings and advise on surfaced knowledge gaps
  • Orchestrate and attend syncs with cross-functional teams to identify and solve operational and performance-related issues
  • Influence product roadmap by looking for customer trends and sharing feedback with Product Management and Marketing teams
  • Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues
  • Ramp up quickly to become an all-around expert for Sense products and best practices
  • Collaborate and communicate cross-functionally with the internal team to ensure customer issues and opportunities are addressed in a timely manner
Qualifications

Requirements:

  • Prefer someone on east coast hours (EST)
  • Bachelor's Degree or equivalent experience
  • 4+ years of work experience, including 1+ years of related experience in a technical customer-facing role
  • Strong customer presence and leadership skills
  • Passionate and proactive: a driven, self-starter who can work independently and as part of a team
  • Outstanding verbal and written communication skills.
  • Superior organizational and time management skills; excellent attention to detail
  • Ability to be flexible and adapt quickly in a fast-paced, start-up environment
  • Able to translate business outcome from analytics
  • Standard Customer Success Tools (e.g. Zendesk, Gainsight, Salesforce, etc)

Preferred Qualifications:

  • Previous support experience in a SaaS environment.
  • Experience within recruiting or staffing space is a plus


Additional Information

Perks & Benefits:

  • Medical, dental, and vision insurance for employees and dependents
  • 401K program to help you invest in your future
  • Unlimited PTO to promote a healthy work-life harmony
  • Equity

Sense is an equal opportunity employer. We believe that diversity, inclusion, and belonging is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.

All your information will be kept confidential according to EEO guidelines.

Sense Talent Labs, Inc.

Address

Remote, OR
USA

Industry

Business

View all jobs at Sense Talent Labs, Inc.