|Education Requirement||:||Bachelor Degree|
|Experience||:||3 to 5 years|
|Work Days||:||Monday To Friday|
At Sprout Social, we strive to deliver cutting edge user, customer and employee experiences across all of our products and teams. We are seeking an experienced Manager, Customer Support to help us continue to grow our support organization.
As a Manager, Customer Support you will supervise a group of both individual contributors and Team Leads. As the leader of this group, you will be responsible for overseeing coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved. You will also be an active collaborator across our leadership team, within our Support organization and across Sprout, helping drive the voice of the customer. You have a passion to lead through a Diversity, Equity and Inclusion lens, as DEI is a core value across Sprout. It's especially crucial to our team as it is globally distributed and one of the most diverse here at Sprout, and we strive to continue leading on this front!
We are looking for a leader with experience scaling multi-shift and multi-region teams (our team is dispersed and includes both office-based and remote members), managing multilingual teams (we provide support in 3 languages, with plans to expand our offerings in the future). We are looking for someone who is highly motivating as a leader and will be responsible for the growth and success of our team members. Realtime multichannel (chat, email, and phone) SaaS or high-volume support experience is a must, as the Manager, Customer Support will be responsible for the strategy and operational management of the team.
These are the minimum qualifications that our hiring team is looking for in this role:
Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:
Within 1 month, you will…
Within 3 months, you will…
Within 6 months, you will…
Within 12 months, you will…
Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.
About Sprout Social
Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun.
We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:
Candidates for this remote work opportunity must be based in the Philippines. If you are based in another location within APAC, we aren’t able to hire in your location at this time; however, if you’d like to stay in touch with us in case that changes in the future, please apply and we’ll save your application for possible future consideration.