Customer Support Program Manager

diversity-iconSupport
distributed-icon San Francisco, California
  • San Francisco Bay area based firm | Support the global team
  • Full time permanent role based in Fremont, CA

About Safetrust

Safetrust is an international start-up specialising in digital identity solutions. We develop hardware, mobile applications and cloud-based identity management software for Fortune 500 companies in Australia and overseas. We specialise in credential management, specifically focusing on mobile credential issuance and management for Safetrust’s enterprise customers.  You will be working with a team of security and IT experts with decades of enterprise and government experience and a track record of launching successful companies. Our teams are based in Canberra, Silicon Valley and Vietnam and we are growing rapidly.

About the role

We’re looking for an experienced customer support professional who is capable of building and managing a customer support program and taking on a variety of projects and initiatives for our growing company. The role will be reporting to the Vice President of Customer Advisory and Success and will be based in our Fremont CA office but can also work from home.

Job Overview

The Safetrust team is looking for a Customer Support Program Manager who can help drive strategic and tactical projects to successful completion that will ultimately transform the Customer Support organization to positively impact our customer support experience. This role will have significant impact on customer success by  developing, implementing, managing and maturing our support program to efficiently and effectively eliminate the root causes of support while honoring our customer’s time, preferences, and SLA’s” 

As a key member of the team, you must be able to:

  • Enhance our customer experience through the use of best practices, data driven decision making and change management
  • Design, implement and maintain a customer service platform with the assistance from our internal teams
  • Monitor customer support tickets and resolve customer issues and requests
  • Coordinate with our internal teams (Sales, Marketing, Engineering, Compliance etc.) to determine the root cause and resolve customer issues
  • Work outside of normal business hours to resolve critical issues or provide customer support and advisory
  • Design, implement and maintain a knowledge and learning management system
  • Develop key performance metrics and customer surveys
  • Provide exceptional support to customers, including travel to client sites when required to provide in-person services
  • Demonstrate a positive attitude and willingness to learn and take on additional duties

Skills & Experience

  • 5-7 years in a customer service and support role
  • Excellent written and verbal communication skills
  • 3-5 years experience working with customer support platforms (Zendesk preferred) 
  • 2 to 3 years experience supporting a SaaS platform
  • Experience supporting customers via email and live chat
  • Project management, troubleshooting and problem-solving skills
  • Experience with training and developing and maintaining internal and external knowledge base documents and videos
  • 3 to 5 years of experience working in a lead, supervisory or management role
  • 5 to 7 years of experience working in a customer facing capacity
  • Experience in recruiting and/or experience building and managing teams
  • Proven interpersonal skills and the desire to cultivate professional relationships with other team members
  • Demonstrated success in team scaling, management, coaching and mentorship
  • Genuine desire to helping people and take pride in being able to make their lives and jobs easier

Education/Experience:

  • Minimum of Bachelor’s degree or equivalent work experience
  • At least 5 years of experience managing a customer support team, and 2 years of experience in Software-as-a-Service

What we offer

Opportunity to work in a small, innovative start-up at the cutting edge of digital identity management. The company’s leadership has a track record of establishing successful IT businesses in the United States, Australia and overseas. The role will provide experience in a wide range of technologies while also allowing for self-directed projects.  

Apply Today

Please send your cover letter and resume by clicking on the apply button. Your application will be assessed within 5 working days. Please note only shortlisted candidates will be contacted.