Customer Support Manager - Token

The Company:

In a world of stolen identities and compromised user credentials, Token is changing the way our customers secure their organizations by providing wearable biometric multifactor authentication.  We deliver the next generation of security that is invulnerable to social engineering, malware, and tampering for organizations where breaches, data loss, and ransomware must be prevented.

What We Offer

A collaborative, remote-first environment, with a competitive salary and stock option grants for all employees. We offer medical, dental, and vision insurance, PTO, wellness time, and unlimited sick time. Activism is an important part of our company culture. As such, we encourage volunteering by offering each employee one day to spend supporting an individual cause they care about, and one day as part of a Token team.

What You Offer

You are a dedicated and experienced Customer Support Manager who can build and lead our customer service team. You will ensure unparalleled customer service by setting clear expectations, providing necessary support, and maintaining strong customer relationships. You have excellent leadership skills, organizational abilities, and a passion for assisting customers. We’re a startup so you’ll need to be prepared to build the foundation of our customer support policies and be the front line for service as the team is formed.

Responsibilities

• Oversee the day-to-day operations of the customer service team, ensuring all customer inquiries and complaints are handled promptly and effectively.
• Assemble a top-tier support team while, in the early stages, fielding calls and addressing customer needs.
• Develop and implement customer service policies and procedures to improve service quality and productivity.
• Monitor and assess customer service performance, using data and metrics to identify areas for improvement.
• Oversee and manage call center performance.
• Manage the returns execution process.
• Train, mentor, and guide customer service team members, fostering an environment of growth and development.
• Resolve complex customer complaints and issues, maintaining a high level of customer satisfaction.
• Maintain up-to-date knowledge of our products and services to provide accurate information to customers.
• Work closely with other departments to ensure a consistent and seamless customer experience.
• Conduct performance reviews, provide feedback, and manage any disciplinary procedures.
• Prepare and present regular reports to upper management on team performance, customer satisfaction levels, and process improvements.

Requirements:

• Bachelor's degree in business administration or a relevant field is preferred.

• Proven experience as a Customer Service Manager or similar role for at least 3 years.
• Excellent understanding of customer service principles and practices.
• Strong leadership and team management abilities.
• Proficiency in customer service software, databases, and CRM tools.
• Exceptional interpersonal and communication skills.
• Ability to analyze data and create reports.
• Patience and empathy for dealing with difficult customer situations.
• Problem-solving and decision-making skills.

Preferences:

• Experience with an early-stage startup.

The salary range for this role is 82,500 to 140,000. Please note that compensation is determined by your unique combination of education, skills, and experience. 

Our Product: https://www.tokenring.com/
Our Office: https://riverwoodtechcampus.com/

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