Lever is hiring a

Manager of Customer Service and Support

San Francisco, United States

Join a high-performing, tight-knit team in a fast-growing startup working to make hiring more transparent, collaborative, strategic, and effective. The Customer Success organization at Lever holds  deep product and recruiting  knowledge and is growing quickly in response to the fast-growing list of Lever customers. Reporting to the VP of Customer Success, the Manager of Customer Service and Support is a customer-focused, data-driven manager and relationship builder passionate about providing customers with an accessible, low-effort, intuitive and effective customer experience.  The Manager of Customer Service and Support works with Customer Success leadership and the rest of the Lever team to keep customer satisfaction ingrained in everything we do.

As Manager of Customer Service and Support you will establish a first- and second-tier support organization, transitioning these interactions from our Product Operations team. You will help to define and set strategy, hire to build out the team, and shepherd the continuous evolution and growth of the team within the Customer Success organization. The organization will excel, under your leadership, at serving, engaging, and providing prompt resolution for Lever customers, maintaining high levels of customer satisfaction and deepening the level of engagement by our customers with all the Lever products they use.  

You are fanatical about developing and positioning each individual on the team for success.  You understand how to maximize opportunities with customers through effective use of process and technology, leveraging available customer information, and putting the right information in the hands of your team at the right time.  You have demonstrated success developing regionally distributed, scalable, and efficient service and support teams that manage the mix of email, phone, and live chat interactions to maximize overall performance. You are passionate about establishing and maintaining a culture of continuous improvement starting from hiring the right people, building a consistent level of expertise, and following up with ongoing professional development.  Finally, you inspire and motivate the entire team by seeking and eliminating barriers and/or limits which constrain the team and keep them from reaching, exceeding, and redefining goals on a regular basis.