Customer Success Support Manager
Oura, United States
Job Description
Our mission at Oura is empowering every individual to own their inner potential. Our award-winning products, the Oura Ring and its accompanying app, helps our global community gain a deeper understanding of their health, lifestyle, and sleep quality, which we believe are foundational to living a healthy, fulfilled life.
We are looking for an experienced Customer Support Manager to join our incredible Customer Success team. The Customer Success Support Manager will be responsible for managing a team of Customer Success Operations and Technical Specialists. The Customer Success Support Manager role requires internal cross functional participation with key internal stakeholder teams such as Finance, Sales, Customer Experience, Fulfillment, Product, and Engineering. The ideal candidate is comfortable leading and mentoring a B2B support team and internalizing and executing on detailed operational workflows while adapting these same processes to meet the needs of partners across a variety of industries.
You’ll be based out of our SF office.
What you will do:
- Manage the Customer Success Support team’s day-to-day functions.
- Oversee Customer Success Operations Specialists on orders and handle customer product support escalations.
- Oversee Customer Success Technical Support Specialists and manage escalated technical support issues with the engineering and product teams.
- Inform the team of all new information related to products, procedures, and trends.
- Enhance customer satisfaction through implementing processes to improve the support teams’ efficiency, SLAs, and survey scores. Assess support statistics and prepare detailed reports on the findings for leadership.
- Deliver performance evaluations and support goal setting for the Customer Success Support employees, while also overseeing and evaluating the team's ongoing training efforts.
- Work with cross functional teams across several geographies and enjoy learning and sharing new insights and best practices.
- Drive special projects and contribute to the creation of standard operating procedures that improve the B2B customer experience and maximize operational efficiency.
- Become an expert of all Oura products and services, in addition to Oura’s internal systems and procedures.
- Flex between multiple project management platforms and systems while juggling multiple projects in a fast-paced, exciting working environment.
Requirements
We would love to have you on our team, if you have:
- 6+ years in a Customer Support position, with experience managing a Customer Support Team.
- Experience working in ZenDesk or other similar customer support tools. Experience working in Oracle NetSuite is preferred.
- Experience working in E-Commerce with an understanding of financial processes involving quotations, order generation, invoicing and payment processing, as well as managing international shipping and logistics.
- Demonstrated ability to think critically in navigating new logistical and financial situations to triage issues to appropriate key stakeholders.
- Proven ability to meet internal objectives and KPIs that support the broader team’s roadmap.
- Ability to understand complex processes and relay key information to support agents.
- Ability to motivate and lead a team through change and ambiguity, while creating pathways for future teams to work together.
- Bachelor’s Degree preferred.
Benefits
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and are continually looking to improve their health and add to our benefits.
What we offer:
- Competitive salary and equity
- Health, dental, and vision insurance
- Wellness benefits
- Flexible working hours + work-life balance
- An Oura ring of your own
- Beautiful workspace in San Francisco by Pier 31
- 20 days of PTO
- Amazing culture of collaborative and passionate coworkers
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.