Full-Time Manager, Customer Support

About the Team:  

The Customer Support team at Sift is dedicated to providing exceptional service to our customers, ensuring their success and satisfaction with our Digital Trust & Safety solutions. The team is composed of skilled professionals who are passionate about solving customer issues and enhancing their overall experience with Sift.

We are looking for a Customer Support Manager who will lead and mentor a team of support specialists. This individual will be responsible for managing day-to-day support operations, ensuring timely and effective resolution of customer inquiries, and driving continuous improvement in support processes.

What you’ll do:

1. Team Leadership: Lead, mentor, and develop a team of customer support specialists to ensure high performance and professional growth.
2. Customer Issue Resolution: Oversee the resolution of customer issues, ensuring timely and effective responses to inquiries and escalations.
3. Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the support team.
4. Customer Advocacy: Act as a customer advocate within the organization, providing feedback to product and engineering teams to improve the customer experience.
5. Performance Metrics: Monitor and report on key performance metrics, ensuring the team meets or exceeds established goals.

What would make you a strong fit:

• 7+ years of experience in a customer support or similar role, with at least 4 years in a managerial position.
• Strong leadership and team management skills, excellent communication and interpersonal abilities, and a customer-centric mindset.
• Experience working with SaaS-based products and understanding technical concepts.
• Demonstrated ability to solve complex customer issues and improve support processes.