Manager, Customer Support

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.</p> <p>Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.</p></div><h2>What's the opportunity?&nbsp;</h2> <p>Fin is a complete customer service platform, and the leader in AI for customer service. This is a unique opportunity to lead a support team at a support focused company, and showcase our vision for AI first customer service experience.</p> <p>You will be leading a high performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for our customers. We’re looking for a motivated, independent operator, who is comfortable wearing multiple hats and is energized by constant change. The ideal candidate will have exceptional customer service skills, solid technical experience, an interest in AI and proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization.</p> <p>As a company we are majorly focused on AI so we hope you’ll be excited about<a href="https://www.intercom.com/blog/customer-service-metrics-ai/"> the way AI is changing the customer support world</a> and experience for our customers.</p> <h2>What will I be doing?&nbsp;</h2> <ul> <li><strong>People management</strong> - Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers</li> <li><strong>Culture</strong> - Motivate and ensure the CS team is deeply aligned and committed to Fin’s strategy, vision, and core values&nbsp;</li> <li><strong>CS results</strong> - Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization.</li> <li><strong>Building</strong> - Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience. This is start up environment and we’re constantly testing and learning new things</li> <li><strong>Cross-functional projects</strong> - partner with marketing &amp; sales, and R&amp;D as the voice of CS and our customers.</li> <li><strong>Process - </strong>Develop and improve our processes and policies to drive simplicity and results&nbsp;</li> </ul> <p>Fin is a high growth environment and you will thrive here if you’re resilient, love supporting and developing people through change, and are able to provide systems and strategies to be successful and support your contributors in a meaningful way.</p> <h2>What skills do I need?&nbsp;</h2> <ul> <li>4+ years experience working in a customer support/service capacity - SaaS or technology company highly desired</li> <li>Minimum of 3 year experience in a role where you directly led and managed a team of people and built a strong team culture</li> <li>Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers async most of the time</li> <li>Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings</li> <li>Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture&nbsp;</li> <li>Comprehensive knowledge of and interest in the technology industry</li> <li>Ability to recognize patterns in data and provide recommendations based on those patterns</li> <li>A sense of optimism, flexibility, resilience, grit, and creativity</