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Form of workJob Description
Porch Group is a vertical software company reinventing the home services and insurance industries. Through our family of technology, SaaS, and Insurance companies we are able to offer innovative software and service solutions to more than 28,500 companies, and 350,000 policyholders across the country.
Our mission is to completely transform the way people buy, sell, move, and manage their homes throughout their home journey. Sure, it's a tall order to transform a $320 billion industry, but we're already well on our way. Since we were founded in 2012, we've stuck to our values and our commitment to foster a "No Jerks, No Egos" culture, which is a big reason we've gone from a scrappy startup to a Nasdaq-listed company and the industry-leading partner for the home in less than eight years.
At Porch Group, no two days will ever be the same and you'll have the opportunity to help solve big problems, with a refreshing balance of team support and ownership of your work.
Job Title: Manager of Customer Support
Location: United States
Workplace Type: Remote
Job Summary
The future is bright for the Porch Group, and we'd love for you to be a part of it as ourManager of Customer Support.
Floify, a founded subsidiary of Porch Group, is the leading mortgage automation and point-of-sale solution helping loan originators automate frustrating and redundant tasks so they can save time, increase satisfaction, and provide modern, mobile-optimized mortgage experience for their borrowers.
The Customer Support Manager is responsible for ensuring Customer Support needs are met and includes leading and managing the Customer Support team to deliver exceptional service to Floify's customers. This role involves developing and implementing strategies to enhance customer satisfaction, resolving complex customer issues related to software usage, and optimizing support processes specific to the SaaS environment.
What You Will Do As A Manager of Customer Support
Team Leadership:
- Recruit, train, and manage a team of Customer Support representatives with a focus on Floify's SaaS product knowledge.
- Set performance goals, conduct regular performance reviews, and provide feedback to team members, emphasizing expertise in SaaS support.
Customer Satisfaction:
- Develop and implement strategies to improve overall customer satisfaction with Floify's SaaS product.
- Analyze customer feedback and use it to drive continuous improvement in support processes related to software functionality.
Issue Resolution:
- Manage and respond to Customer Support calls and requests.
- Handle escalated customer issues related to usage of the product and provide timely and effective resolutions.
- Collaborate with the product and engineering teams to address technical issues and improve the product.
Process Optimization:
- Evaluate and streamline Customer Support processes for efficiency.
- Implement tools and technologies specific to the SaaS industry to enhance the support workflow. These can include but are not limited to: automations, chat, integrations, in-app proactive messaging.
Training and Development:
- Provide ongoing training to support representatives, emphasizing product knowledge and updates.
- Keep the team updated on industry best practices and the latest trends in SaaS Customer Support.
Metrics and Reporting:
- Monitor and report on key performance indicators (KPIs) such as software issue resolution times, feature adoption rates, and customer satisfaction scores.
- Generate regular reports to assess the team's performance.
Cross Functional Collaboration:
- Collaborate with other departments including Sales, Success, Marketing, Product and Engineering to ensure a unified approach to customer satisfaction in the software ecosystem.
What You Will Bring As A Manager of Customer Support
Required Skills/Abilities:
- Excellent interpersonal, presentation, written and verbal communication skills, with the ability to convey technical information in a user-friendly manner.
- Excellent project management, organizational, and time management skills.
- Strong analytical and problem-solving skills to address complex SaaS-related customer issues.
- Deep understanding of Customer needs in the context of SaaS and a commitment to delivering exceptional service in the software environment.
- Ability to adapt to a fast-paced and dynamic environment, typical of the SaaS industry.
- Must be able to operate calmly and efficiently under pressure.
- Strong client-facing skills.
- Critical thinking and problem-solving skills.
Education and Experience:
- Bachelor's degree in business, management or related field preferred.
- Proven experience in a Customer Support or service role, with a focus on SaaS products.
- Previous experience in a leadership or managerial position in the SaaS industry is highly desirable.
- Proficient in Mac and Google systems and applications.
- Zendesk and Salesforce experience required.
- Experience in providing support through Floify application or other mortgage point of sale or loan origination application.
- Basic understanding of general office policies and procedures.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
What You Will Get As A Porch Group Team Member
Pay Range*: $23.80 - $31.73 hourly
*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets,job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.
Additionally, you will be eligible to receive long-term incentive awards, subject to program guidelines and approvals.
Our benefits package will provide you with comprehensive coverage for your health, financial wellness and wellbeing.
- Our health care benefits include medical, dental and vision programs with healthcare savings account (HSA) and healthcare flexible spending account (FSA) options.
- Our life and disability benefits include company-provided and voluntary life and AD&D insurance and short- and long-term disability insurance.
- Our financial wellness programs include a 401(k)-retirement savings plan and dependent care flexible spending account (DC FSA) and transportation savings account options.
- Our wellness programs include paid vacation of 10 days per year accrued on an hourly basis, company-paid holidays of typically nine per year, paid sick time, paid parental leave, an employee assistance program (EAP), identity theft program, travel assistance, will preparation, and fitness and other discounts programs.
What's next?
Submit your application and our Porch Group Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!
Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.
Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.
Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.
