Customer Support Manager

Placement Nashville , TN

Posted 2 months ago

Placement is a coaching marketplace delivering the best client experience imaginable, the best career for all! We are looking for a Customer Support Manager to join our small, yet mighty team as the first support hire. If you are someone who loves helping others, operational excellence, and can problem solve technical and non-technical issues, this could be a perfect opportunity for you.

We are specifically looking for a builder. Day-to-day support for customers and coaches will be your main objective and at the same time you will enhance our support processes so we can continue to grow at a rapid pace and consistently deliver a superlative customer experience.

Help us exceed client and coach expectations.

About Placement

At Placement, we are on a mission to unlock human potential. We believe that working with a coach can radically improve our clients lives and accelerate their career. In addition to connecting our clients with expert coaches, we also have a suite of tools to help them find great jobs, track their progress, communicate with their coach, and learn how to put their best foot forward. We are just getting started!

Responsibilities

  • Provide fast, friendly, helpful support. Resolve coach and customer issues, inquiries, and questions. You will navigate a variety of customer and coach account-related issues, technical tasks, and service questions. You may report bugs, help with technical coach setup, or recommend the right coach to a customer. Every day is different.
  • Build a support strategy. Create a strong foundation by building support processes and documentation for internal and external communication standards. Think two steps ahead and position us for scale.
  • Problem solve solutions. Be the first line of support across all client and coach communication channels including chat, email, Slack, social, text and phone. Manage communication until resolution.
  • Onboard coaches. Setup new coaches into Placements ecosystem and ensure a smooth process until they go-live.
  • Voice of the customer. Ensure product, engineering, and other relevant cross-functional areas are aware of client feedback and feature wishes. Actively contribute ideas for improvement!
  • Marketplace expert. Become a subject matter expert across all tools, technology and services.
  • Flex across domains. As a startup, you will have the opportunity to grow your skills by working on special projects during downtime.

Requirements

  • 2-5 years of customer support, success, or operations experience. With at least one year at a tech startup. Preferably a marketplace, direct to consumer, series A or B startup.
  • Builder and problem solver with can-do attitude. You are the type of person who can drive progress on a variety of concurrent projects without being told what to do.
  • Stellar interpersonal skills with high EQ.
  • Clear as day communication across written and verbal channels. We are a remote-first company and treat written communication as the highest form of art.
  • Passionate about delivering long-term, high-value customer experiences.
  • Comfortable and excited by fast-paced environments and navigating ambiguity.
  • Bachelor's degree or equivalent professional experience.
  • Bonus if you work east coast hours.

Benefits

Placement offers a culture focused on customer value, growth, feedback, and integrity. Were backed by Founders Fund, House Fund, Coatue, XYZ Ventures, and also the founders of Instacart, Eventbrite, Doordash, Opendoor, Flexport, and Yammer. We offer:

  • Competitive salary + equity package
  • Competitive medical, dental, and vision insurance
  • Unlimited PTO (Yes, we use our PTO)
  • Remote office setup bonus
  • 1 credit of coaching per month

Placement Holdings, Inc. is an Equal Opportunity Employer. We welcome candidates from diverse backgrounds to join our organization.

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Customer Support Manager

Placement