Customer Support Manager
About Us
Yodeck is a fast-growing Software-as-a-Service (SaaS) company that is laser-focused on disrupting the $23B digital signage industry. Yodeck’s affordable, easy-to-use, and feature-rich solution has been developed to democratize digital signage and empower with it any and every business around the world. Yodeck was first introduced in 2016 and now powers over 200,000 screens across every type of business from restaurants and retail stores, to schools, stadiums and conference halls. Yodeck is now in the top 5 of digital signage SaaS platforms in the world, and we are looking for curious and smart people to drive even faster!
About the Role
Own day-to-day Customer Support operations at Yodeck so customers, partners and resellers get fast, correct and friendly help across ticket, live chat and phone. Lead and develop the agent team, own the shift rota and coverage, and hold the team's CSAT and responsiveness numbers.
What You Will Be Doing
- Lead and coach the Customer Support agent team: onboarding, 1:1s, performance reviews, handling underperformance
- Own hiring for the team, from assessment through final call
- Own the Customer Support shift rota including night, weekend and holiday coverage, and keep it fair and sustainable
- Own team KPIs and report trends in volume and sentiment to leadership
- Manage ticket routing, macros and
