Manager, Customer Support Jobs in Waltham, MA at ZoomInfo
Title: Manager, Customer Support
Location: Waltham, MA
Salary: $80K — $100K *
Category: Information Technology
We believe those seven words are the most detrimental to learning and growing, both individually and as a collective team. If you agree, we want to talk to you.
Over 15,000 customers rely on ZoomInfo’s expanding suite of go-to-market solutions that put best-in-class B2B intelligence at the forefront of productivity, growth, and innovation.
And we’re not close to satisfied.
While the rocket ship took off long ago, ZoomInfo is looking for captains, not passengers, who want to help our team discover new frontiers and define new possibles.
Manager, Customer Support
The Manager of Customer Support is the leader of the Support Team in our East Coast office, and serves as a key escalation point for technical support, providing direct assistance to internal and external stakeholders on complicated cases where exceptional service may be required. The Manager must ensure all customers receive outstanding support while overseeing the day to day functions of the East Coast team. At the direction of both the Director of Customer Support and Vice President for Learning, Support, and Integrations, the manager will have wide responsibilities for creating policies and processes, training team members, and driving the ZoomInfo Customer Experience.
Essential Functions & Responsibilities
Serve as a high level resource for technical support to both internal and external customers. This includes taking customer calls, customer appointments, and holding customer “office hours” that allow the AM/CSM team to schedule for customers on projects related to customer initiatives.
Create policies, procedures, and processes for the team to ensure customers receive excellent and consistent service. Train employees on a variety of processes, tasks, and products to ensure maximum knowledge retention.
Identify pressing customer support issues and diagnose issues on behalf of customers. Resolve cases, assist the team with the support queues, and assign resources appropriately to effectively track towards established KPIs.
Serve as the team expert for high-level and specific customer-related questions and requests. Resolve complex customer problems, concerns, and disputes in a timely manner.
Provide a voice of the customer and escalate priority tickets and product bugs to the Product Management and Engineering teams.
Track standard KPIs for the team, including Time to First Response (TTFR), Time to Resolution, Time to Escalation, and ticket types by channel.
Assist in the implementation and improvement of support channels, including phone, email, webform, and live chat.
Prepare ongoing reports and audits of current systems, providing technical advice for process improvement. This includes preparing daily and weekly data sheets/dashboards to track KPIs.
Required Education and Experience
BA/BS degree required. MBA preferred.
At least 4 years of experience in Customer Support/Customer Service at a SaaS company.
At least 1 year of prior experience managing, leading, or growing teams including training, mentoring, and developing junior team members.
Experience with Salesforce Service Cloud/Salesforce Case management a requirement. A Salesforce Administration Certificate strongly preferred.
Ability to navigate multiple web applications and extensions.
Prior experience and technical understanding of CRM, Marketing Automation, and sales acceleration tools.
Ability to analyze customer concerns and ide…