[Remote] Manager, Customer Support

Note: The job is a remote job and is open to candidates in USA. Juniper Square is a company focused on unlocking the potential of private markets through technology and data. The Manager of Customer Support will lead a team dedicated to providing exceptional support experiences for customers, guiding them through transformations and utilizing AI tools to enhance service delivery.ResponsibilitiesManage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper SquareCommunicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goalsDevelop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support teamGuide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team alongUse AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomesKeep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc)Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issuesCollaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experienceOwn team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales qualitySkills2+ years of management experience with a demonstrated track record of leading teams through meaningful changeDemonstrated leadership experience in a fast-paced, results-driven environment where you've prioritized customer relationships and team successAble to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square's products and customers for the teamStrong desire and motivation to achieve a best-in-class support experience with a positive, 'can do' attitude that translates into an high team engagementPreviously held a customer-facing role at a B2B or SaaS company that resulted in advancementExcellent communicator with strong interpersonal skillsGenuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manageBenefitsBase salary, bonus, equity, and a variety of benefitsHealth, dental, and vision care for you and your familyLife insuranceMental wellness coverageFertility and growing family supportFlex Time Off in addition to company-paid holidaysPaid family leave, medical leave, and bereavement leave policiesRetirement saving plansAllowance to customize your work and technology setup at homeAnnual professional development stipendCompany OverviewJuniper Square provides software and fund administration services that streamline collaboration and communication between GPs and LPs. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.junipersquare.com.