Customer Support Manager

Responsibilities:

• You will own app user relationship and resolve complex problems quickly and with the highest quality
• Resolve user inquiries primarily through email while maintaining aggressive SLAs
• Escalate issues and triage with engineering and product team
• Lead, motivate and mentor support team members in a dynamic environment via a process driven culture
• Compile and present reports on support teams performance to the leadership team
• Implement processes to improve support teams efficiency, SLAs and survey scores
• Serve as the voice of the customer and act as a liaison between customer and stakeholders
• Contribute to Help Center & FAQ materials
• Be a subject matter expert on the product
• Maintain excellent interpersonal skills and professionalism while delivering the best customer service
• Use customer feedback to pilot new support products

Requirements:

• Bachelor’s degree
• 3 year+ in a Customer Services position
• Familiarity with Zendesk or other similar customer support tools
• Familiarity with Jira or similar bug tracking tools
• Familiarity with smartphone devices (Android/iOS)
• Excellent organizational, communication and interpersonal skills
• Adjust and adapt in a dynamic, fast-paced work environment

• Commitment to excellence in behavior, performance and work product
  Perks & Benefits

  • Competitive salary based on experience
  • 401K program with company matching to help you invest in your future
  • Employee healthcare benefits includes medical, dental, vision insurance
  • Paid time off + sick days
  • Employee Referral bonus
  • Daily office meals and fully stocked kitchen
  • Monthly team-building activities and happy hours
  • Monthly gift cards
  • Stock in an early-stage fast-growing startup company Our Commitment to Inclusivity and Diversity
    

Miles is committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.