ThriveCart
- Salary packages: To be discussed upon application
- Required document: Resume/CV, Cover letter
- Location: Remote (work from anywhere)
ThriveCart is seeking a highly skilled Manager of Customer Support and Implementation to join the team. This role will oversee and manage a portion of the CS & Support organization, including the Tier 2 & 3 Support team, the Convertri Support team, and the Implementation team.
Responsibilities:
The Manager of Customer Support and Implementation will be responsible for ensuring the effective management and development of the teams, focusing on operational efficiency, process improvements, and customer satisfaction. This position is key in driving the success of customer support operations while collaborating across departments to deliver excellent customer experiences.
Main Responsibilities
- Manage, mentor, and develop direct reports, ensuring alignment with company goals and customer success metrics.
- Oversee daily operations, ensuring timely and efficient resolution of customer inquiries and successful implementation of customer projects.
- Ensure the highest level of service is provided to customers, addressing complex issues and proactively identifying opportunities for improvement
- Collaborate with teams such as Product, Marketing, and Engineering to resolve customer issues and improve support processes.
- Identify trends in customer issues and work with relevant departments to develop long-term solutions.
- Provide regular reports on team performance, customer feedback, and strategic initiatives to senior management.
- Develop and implement strategies that prioritize customer satisfaction and align support operations with customer needs.
- Foster individual and team growth through coaching, mentorship, and clear performance expectations.
- Use data and market trends to refine support strategies and ensure they align with company objectives.
- Facilitate communication and collaboration across departments to resolve customer issues and improve the overall customer experience.
- Understand team capacity and provide input into budgeting, ensuring the support function operates efficiently and within budget.
Requirements:
- Proven experience in a customer support management role, preferably in a SaaS environment
- Strong leadership and people management skills, with a track record of mentoring and developing high-performing teams
- Excellent problem-solving and analytical abilities, with a data-driven approach to decision-making
- Exceptional communication skills, both written and verbal, with the ability to influence stakeholders and negotiate outcomes that benefit both customers and the organization
- Proficiency in using support ticketing systems, CRM software, and analytics tools- Solid understanding of SaaS products and customer support best practices
- Ability to manage multiple priorities and work effectively in a fast-paced environment
FAQs for the Customer Support Manager position:
Is this a remote position?
Yes, fully remote (work from anywhere).
What teams will I manage?
Tier 2/3 Support, Convertri Support, and Implementation teams.
What’s the primary focus?
Improving operational efficiency and customer satisfaction.
What experience is required?
SaaS customer support management experience.
What key skills are needed?
Leadership, problem-solving, and data-driven decision making.
What tools are used?
Support ticketing systems and CRM software.
How is success measured?
Through KPIs like resolution times and customer satisfaction.
What’s the work environment?
Remote with flexible work-life balance.
Are there growth opportunities?
Yes, through mentoring and professional development.
What’s the salary range?
Competitive (discussed during interviews).
What benefits are offered?
Flexible hours and remote work environment.
How to apply?
Submit resume and cover letter.
Interview process?
Multiple conversations with ThriveCart team.
Company industry?
SaaS platform for online businesses.
Team size?
Not specified (part of larger support org).
Start date?
Position posted April 2025.
Budget responsibility?
Input into support function budgeting.
Cross-team collaboration?
Works with Product, Marketing, and Engineering.
Reporting structure?
Provides reports to senior management.
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
APPLY HERE
Deadline: Not Specified
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About ThriveCart
- What Makes This Company Tick?
ThriveCart is driven by a passion for helping online businesses succeed. The company’s platform is designed to provide a seamless and efficient way for creators, coaches, consultants, and other businesses to sell their products and services online. With a focus on innovation and customer satisfaction, ThriveCart is constantly looking for ways to improve and expand its platform.
- Who’s Behind the Scenes?
The team behind ThriveCart is made up of experienced professionals who are dedicated to helping online businesses thrive. From software developers to customer support specialists, each member of the team plays a crucial role in ensuring the success of ThriveCart’s customers.
- How Does This Company Make an Impact?
ThriveCart makes an impact by providing a powerful platform that helps online businesses generate millions of dollars in sales. The company’s platform is used by over 50,000 people worldwide, and its customers have generated over $5 billion in sales. By providing a reliable and efficient way for businesses to sell online, ThriveCart is helping to drive economic growth and innovation.
