Manager, Customer Support

Brief summary of role:

The OpenSpace Support team is looking for an experienced and driven Manager of Support to help lead our EMEA and EST teams. We are looking for leaders who have experience coaching, tracking success, and leading world-class Customer Support organizations. We need people with a strong grasp of emotional intelligence and strong written and verbal communication skills. Our team is people first always which means that we treat our employees, customers, and fellow coworkers with respect and dignity. We are looking for a leader who can step into an organization with those ideals without skipping a beat and lead a team with that in mind. This is a unique opportunity to join a rapidly growing company with a strong customer and revenue base to build a world-class community of next-generation construction leaders. We have a great story to tell, our customers are changing how the world is built, and we need you to help get the word out.

This position will be supporting Eastern Time Zone hours.

What you will be doing:

• Work directly with management to help manage the day to day success of the Support team

• Evaluate the day to day processes for the team and suggest and roll out new process and procedures changes to drive continuous improvements

• Responsible for staff hiring, performance management, training and career development for your team

• Analyze team statistics to improve performance and maximize efficiency while maintaining customer and team satisfaction

• Be a point of contact on escalations for support cases from both internal and external sources

• Influence and lead change through process improvement techniques and operational management best practices

• Cultivate a data driven Support team to ensure contractual and department SLAs are met, and assist with providing weekly and quarterly reports to senior executives as needed

• Be an expert on our products, tools and processes

• Ensure all of your team members are following the best practices established by the of Customer Support leadership

What we are looking for:

• 2+ years experience as a Customer Support Manager including managing direct report or similar experience, within a SaaS organization

• 2+ years of troubleshooting or other technical experience, within a SaaS organization

• Strong written and verbal communication skills - ability to craft professional emails and content

• Efficient in troubleshooting, multitasking, prioritizing and meeting deadlines in a fast paced environment while remaining highly organized

• Strong customer-facing skills enabling you to professionally and effectively represent the company

• Ability to actively listen and communicate clearly and to explain complicated things simply

• Capable of learning and working remotely while managing a remote team

• Positive attitude and great working relationships with both coworkers and customers

There are many benefits to working at OpenSpace, including, in addition to competitive pay, things like generous time-off, ample parental leave, healthcare, a retirement savings program, and much more. Offerings vary by location. The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, education, demonstrated capabilities, and geographic location within the state. The following salary range applies to this role.

If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $81,500 - $100,000.
• Additionally, this role is eligible to participate in OpenSpace's equity plan.

This role is also eligible to participate in OpenSpace's equity plan and for the following benefits: health and wellness programs, paid time off, 401(k) retirement account, flexible time off, and paid parental leave.

If this role isn't what you're looking for, please consider other open positions.

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