Manager, Customer Support - Sprout Social, Inc. | New Day Jobs (Yangon, Myanmar)

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.

Qualifications

These are the minimum qualifications that our hiring team is looking for in this role:

• 5+ years in a high volume, real time Customer Operations role - SaaS or B2C Technical Support experience is a must
• 3+ years experience leading distributed teams including team leads or other managers
• An outcome based approach: Experience designing, executing, managing and calibrating multi-channel processes as well as leading teams through a deep KPI understanding

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Experience managing support tools, such as chat/ticketing platforms, CRMs, etc. Specific experience with Zendesk and/or Salesforce is a plus.
• Strong internal and external communication skills with a natural empathy for our customers and employees
• Social Media savvy

Within 1 month, you will…

• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout Social team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Begin developing familiarity with our business, platform, and applications and our company’s key metrics.
• Establish relationships with our Support Specialists, management team, and cross-org key stakeholders

Within 3 months, you will…

• Have taken leadership of a team of ~10 Customer Support Specialists
• Gain a firm understanding of our team’s core KPIs and provide routine reporting of team performance, blockers and opportunities
• Have completed initial leadership/product training and begin taking ownership of your team’s growth (recruiting and internal growth)
• Have gained knowledge of support processes, product escalation workflows, and feedback relationships across our Support Leadership Team
• Build routine relationships with customer-facing teams across Sprout such as Sales & Success
• 
  

Within 6 months, you will…

• In partnership with our Support Leadership Team, gain an understanding of our team’s employee experience metrics and set goals around ensuring the best work environment for our team members
• Project manage a wide range of projects aimed to improve our Customer and Employee experiences
• Play an integral role in departmental strategic planning and forecasting efforts, ensuring appropriate capacity to deliver to our customer experience KPIs

Within 12 months, you will…

• Foster a team of highly-engaged leaders and Support Specialists, delivering outlier KPIs across the SaaS industry
• Contribute to growth and development efforts for your team and across our Customer Support organization
• Actively recognize and contribute to project pipelines to ensure Sprout continues to be a SaaS industry leader in Customer and Employee experiences

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:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our [email protected] program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members

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.