Support Manager

Remote

This role is part of our international Support team focused on providing a high quality, 24/7 support experience to all our Loom users.


We’re looking for an exceptional people leader with a passion for coaching teams and helping customers directly. As Loom’s Support Manager, you will also partner with our existing vendors to continue scaling programs and ensure they are set up for success.


Every person on the team actively spends time in the support inbox to deeply understand how to best serve Loom users. You will also work alongside Support Leadership to improve current processes, knowledge and data.


This role will report into the Director of Customer Support. We’re looking for someone who can work in the Eastern or Central timezones (ideally).


Responsibilities

  • Manage, support & coach a team of Customer Experience Advocates to increase the quality of their support interactions and focus on value-delivery to customers.
  • Conduct business reviews with our vendor partners to identify customer needs. Partner with our vendor for outsourced support, providing coaching when possible and communicating feedback & opportunities for improvement.
  • Lead by example of our values, serving as an advocate of Loom’s culture of ownership, inclusion and empowerment both with our customers and internal teams.
  • Help communicate a compelling vision and direction for the team to create a world-class support experience, focused on proactive and memorable interactions with Loom’s customers and partners.
  • Keep track of day-to-day support trends, bugs and issues through different channels (Zendesk, social media, Slack, etc.).
  • Perform quality reviews to find opportunities for coaching and upskilling, teaching our team to think critically and be proactive.
  • Collaborate with other Revenue teams to adopt proactive approaches to drive retention and activation, while identifying revenue opportunities.
  • Support the growth of the team by recruiting new members and investing time & resources into their professional development.
  • Guide team members with clear performance management and development guidelines, continuous feedback, and regular meetings, assessments and performance reviews.
  • Spend regular time working alongside your team supporting customers and serve as a point of contact for escalated issues to build trust with both customers and team members.
  • Collaborate with various teams on initiatives that enhance the quality of our product, processes and overall customer experience.
  • Work with the Director of Support and Leadership team to help build our long term vision for Customer Experience at Loom.


What We're Looking For

  • 3+ years of experience in management and building teams of individual contributors with a documented track record of success.
  • Bonus: experience managing technical teams.
  • Experience delivering impactful support experiences with a focus on customer delight, quality and personalisation.
  • Demonstrated leadership experience in a fast-paced, results driven environment to prioritise human relationships and the development of the team.
  • Engaging communicator who is able to drive adoption to overall vision and daily changes with empathy and attention to detail.
  • Strong desire and motivation to achieve a world-class support experience with positive attitude and "can do" attitude that translates into an high team engagement.
  • Strong interest in finding and analysing data to support hypothesis and create plans of action.
  • Experience working with Support platforms and tools (our stack includes Zendesk, JIRA, Guru, Tableau, etc).
  • Confidence to suggest solutions to remove roadblocks for both the team and the customer while displaying a high degree of ownership.


How We Work

Freedom and Flexibility: At Loom, we believe work is an act, not a place. When we disengage work from a location, we can accommodate a broad range of life choices. You can choose to work from home or while you travel. We are able to hire across the United States and are continuing to expand our international presence. And you are free to move within a country without any adjustment to compensation.

 

Engaging Workday: The key to an engaging workday is finding the right balance between different ways to work sync, async, text and video. Loom makes it easier for us to say what we mean without having to schedule a zoom meeting or struggle to find the right words. And using async communication allows us to free up time for deep work every day. We believe there's a place for sync time - often a conversation on Zoom is exactly what is needed. For team meetings, this ‘sync time’ is typically between 9AM-Noon PT given where the overlap of timezones where Loommates are located.

 

Work-Rest Balance: The way we balance the fast-paced demands of a high-growth startup and sustainability is making rest a priority. We offer a flexible PTO policy so you're able to take time off when you need it. We also go fully offline for Summer Break around 4th of July and between Christmas and New Years. Rest is also part of the workday, not just during PTO. Taking a break for personal commitments, whether it's watching the kids or getting some exercise is a natural part of the workday.

 

Social Connection: Relationships and connectedness matter. We are intentional about building trust and relationships through unique, shared experiences. Our virtual workspace keeps us connected day-to-day whether it's through Looms celebrating wins or our buzzing Slack communities. Loommates are able to meet in person with their teams at least twice a year purely for fun. We have also built local offices for those who want to work or meet in person, starting with San Francisco and New York City.

 

Perks at Loom

  • Competitive compensation and equity package
  • 99% company paid medical, dental, and vision coverage for employees and dependents (for US employees)
  • Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
  • Healthcare reimbursement (for International employees)
  • Life, AD&D, Short and Long Term Disability Insurance
  • 401(k) with 4% company matching
  • Professional development reimbursement
  • Wellness stipends
  • Unlimited PTO
  • Paid parental leave
  • Remote work opportunities
  • Home office & technology reimbursement

 

Loom = Equal Opportunity Employer

We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.

 

We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

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