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Support Manager 2018
Philadelphia, PA, USA
We're looking for a Customer Support Manager to join the FastMail team in our Philadelphia office. Come work on the original social media platform - email - at a place that strives to put the customer's needs first.
Together with the rest of our team, you'll work on FastMail, Pobox, and our newest service, Topicbox.
When the vast majority of people get email for free, the reason people choose a paid service is because they love email. We love our customers, and we want to give them the best possible experience. That's where you come in!
About the job
The FastMail support team currently reports directly to the Customer and Communications Manager. We are looking to break them out under their own manager. Your team would have members across three time zones.
You are the escalation point for problem customers, the direct contact point for high touch customers, and the exit point for customer issues that require the specialized knowledge of another staffer. You are the point person on emerging issues on social media, but you know enough to know when you need to bring someone else in.
We believe support is both a major product feature and our best avenue for connecting with our customers. As the team leader, you are responsible for building the company reputation through customer interaction, for keeping our brand voice and message consistent, for bringing the customer’s voice into product discussions, and for identifying when and who we should talk to customers about product issues or features.
You’re not alone: collaboration with your colleagues is essential and freely available. And they’re not just there for information! You’re encouraged to request new tools or improvements to enable your team to do their job better.
You'll be creating this role. Some of the work you’re expected to do is already being done; some is identified but not being completed due to time constraints; some you’re expected to identify yourself. An ideal candidate would have experience leading a team, plus opinions about best practices and the ability to describe their value.
Approximately 50% of your time is expected to be team management and reporting. You will write a weekly report of customer issues, vet feature requests, and direct bug reporting. You will regularly sample and review support agents’ responses for accuracy, clarity, and tone.
You will conduct bi-weekly 1:1s with your support team to provide them with guidance and feedback, and an opportunity for them to talk about their own goals. Our support team is encouraged to contribute to the company and follow their interests in either a content or technical sphere. You are responsible for nurturing their interests, connecting them with opportunities, and giving them options to grow their skills.
The other 50% is direct support and knowledge sharing. We offer customer support via email and chat primarily, and limited telephone support. You should be able to effectively handle interactions in all mediums.
Knowledge sharing can be internal documentation, blog posts, social media, or help pages and video. Documentation is not a one-and-done task; you’re responsible for managing their overall accuracy and coverage. Some you will write yourself, others you will request or assign. But in all of them, you should enjoy passing information on in a clear manner, as you know it’s one of the best ways to improve the team’s performance.
A people person. A word wizard. A trusted advisor.
People say you really get them. That is, you're good at figuring out what people mean, even if what they say is kind of garbled. Making that connection with customers makes you good at your job. You should have excellent written and verbal language skills, patience, diligence and attention to detail.
As the manager of your team’s training and development, you should have an appetite for technology and learning about our technical processes. You don’t have to be a programmer, but researching problems and writing good bug reports is an important part of this role. You enjoy puzzles and problem solving and enjoy stepping someone else through your process.
As the team leader, you are expected to lead by example in customer advocacy and empathy. You should have strong interpersonal skills, a great ability to read a person, and a knack for defusing a tense conversation.
You should like advocating for people, both your customers and your team. You’re good at making connections, at connecting the dots, and spotting opportunities to make people happy.
Professionally, you must have at least some experience doing direct support. An ideal candidate has led a team with reporting responsibilities. If your team provided direct interaction for people outside your team, even if it wasn’t technically a customer or “support” team, talk to us. You’re comfortable with reporting tools, and you like having numbers to back up your opinions.
Half your colleagues will be many hours offset from you, so you must be comfortable working via email.
Working at FastMail
If you come and work with us, you'll be working at our office in Philadelphia, USA.
We have an office in Melbourne, Australia, and we're in close communication with them. Because of the time difference, this means a lot of email, a fair bit of Slack chat, and occasional video chats. This means that occasionally you might need to be available outside normal business hours for a team meeting. Yes, you may go there at some point, too!
We encourage employees to write and speak about the great work we do, and we value people who are enthusiastic to learn and improve their skills -- and we give them a conference budget to do so. Many staffers write articles on our blog, and we hope you will, too. Several staff members are regular conference speakers.
Like everyone on our team, you'll get good benefits (such as paid parental leave) and 4 weeks annual leave. We'll set you up with equipment, books, and whatever else you need to do your job comfortably.
We see this as a full-time role with a high face-to-face communication component, so you'll be required to spend most of your work-time physically present in our Philadelphia office. There's flexibility in that though - we are partners, parents, and carers ourselves - and we understand time-zone flexibility goes in both directions. Talk to us if you're unsure.
We welcome all applicants regardless of race, colour, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.
About the only thing we can't help with is visas or sponsorship. You must already have the right to work in the USA.
Sounds great, what's next?
Email us at firstname.lastname@example.org to introduce yourself and tell us why you would be a good fit for the job! This job is 50% sending email, so that message is part of your application, but please also include a PDF of your resume.
Job Type: Full-time