Senior Manager, Customer Experience

Summary

Spark is hiring a Senior Manager of Customer Experience responsible for ensuring our agents continue to receive the industry’s best service while we grow and scale our agent footprint. This role will require extensive experience leading high performing email and call-based support teams, a passion for creating delightful customer experiences and the willingness to build the necessary infrastructure from the ground up. 

You will report directly to the co-founder offering seeing the Ops org and partner with them closely to ensure fast feedback loops while we upgrade our internal systems.

Key Responsibilities

• Establish the north star for the customer support teams and develop a culture unique to these teams that fits within Spark’s overall company culture
• Be accountable for key agent service and satisfaction metrics
• Develop and manage key software systems like Dialpad and Airtable as well as the new systems we will migrate to
• Proactively identify opportunities to drive team efficiency (e.g., making more complex inbounds easier to resolve, identifying opportunities to drive self-service or automation, etc…)
• Operate as the definitive voice of the agent during cross-functional planning and initiatives
• Guide the transition to a two-tiered support model while ensuring the team can meet existing SLAs
• Advocate for cross-functional resources and capacity during bi-annual planning cycle

Skills Knowledge and Expertise

• Strong desire to build and iterate the function quickly (vs. taking on a mature operation that just needs to scale)
• Extensive experience managing and building high performing customer experience or support teams
• Passion for constantly improving the user experience and finding new ways to go above and beyond
• Strong project management skills and prior experience navigating through significant process changes
• Comfort developing dashboards and reporting to understand the team’s performance and impact
• Ability to influence and lead others through empathy
• Excellent written and verbal communication skill

Compensation