Manager I, Customer Operations
SurveyMonkey is the world’s most popular platform for surveys and forms, built for business. The Customer Support Manager is responsible for leading, mentoring, and developing a team of customer support professionals while overseeing daily operations, enhancing customer experience, and driving strategic initiatives. Responsibilities Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals, while managing project communications and resources Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills Skills 1+ years of experience leading a team, including mentoring and training Experience in fostering a collaborative team environment and motivating team members to achieve high performance Advanced knowledge of operational metrics and KPIs to gauge and improve team performance Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness Strong capabilities in managing stakeholder relationships across various levels of an organization Proven record of successfully collaborating with other departments to enhance customer support strategies Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes Skills in managing resistance and effectively communicating change benefits to teams and stakeholders Experience in identifying low to moderately complex problems and developing innovative solutions that enhance customer support delivery Ability to manage small projects or components of larger projects, focusing on execution and team coordination Skills in organizing team resources effectively to meet project goals and deadlines Benefits Medical, dental, vision, life, and disability insurance 401(k) retirement plan Flexible spending & health savings account Paid holidays Paid time off Employee assistance program Other company benefits Company Overview SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. It was founded in 1999, and is headquartered in San Mateo, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship SurveyMonkey has a track record of offering H1B sponsorships, with 15 in 2023, 29 in 2022, 10 in 2021. Please note that this does not guarantee sponsorship for this specific role.