Manager of Customer Support


Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Technology
  • Post Date: 05/12/2022
  • Website:
  • Company Address: 56 Roland St, Boston, Massachusetts 02129, US

About Tive

Tive in-transit visibility solutions help shipping and logistics professionals manage their shipments and eliminate preventable delays and damage.

Job Description

At Tive we imagine a world fully transparent, where everything and everyone is connected. We want to pioneer beyond what the world thought possible so what others hold near and dear arrives on time and in full.
Whether companies produce computers, drugs, berries, or detergent, they have to get those goods from their facility to the consumer.  Did you know over $100B of goods are lost or damaged while in transit.  Tive eliminates this waste by allowing companies to act on in-transit incidents before they happen.
The Tive tracker is a small device that measures the condition of a shipment (location, temperature, shock, etc.) and sends that information to the Tive web application where customers can configure what happens when the tracker detects an issue.  Tive customers join because of the market leading product, and stay because everyone on the Tive team goes above and beyond to ensure their shipments arrive on time and in full.
We are looking for an innovative, team-focused, and results-driven Manager of Customer Support.  This role will lead our Tier 1, 2 and technical support teams. You will provide guidance for technical issues, coordinate with the Customer Support team on coverage, and build on the success of the department to drive a world-class customer experience!  The ideal candidate for this position has effectively led a software and/or SaaS-based Customer Support team and is an innovative problem solver, capable of driving productivity while monitoring incoming contact volumes and SLAs.  Candidates for this role must have excellent written and verbal communication skills and have experience working with a variety of systems and technology.  Your #1 objective is to offer the best experience possible for any customer interacting with Tive, and you support the CS team in achieving this by offering hands-on team support.
Direct management responsibilities for a team of Tier 1 & Tier 2 Customer Support Representatives, team objectives, morale, and culture. Empower the team to deliver great customer support experiences across multiple channels: email, live chat, and phone. Setting quarterly individual goals and providing ongoing performance feedback. Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality. Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives. Engaging in support of key accounts and escalation management. Establish relationships with customer-facing teams across the organization. A strong focus on building an inclusive and fun team culture!
Requires a degree and 3 years of experience leading a support team in a fast-paced software support environment. Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Intuition For Business, Strategy Planning, and Technical Aptitude. Act as a role model to others: sets an example of integrity, ethical behavior, and professionalism. Maintain an inclusive and positive work environment. Excellent organizational skills and ability to prioritize, lead, multi-task and execute projects multi-functionally. Superior communications skills (presentation, written, and verbal) to optimally interact with all levels of professional staff. Ability to explain complex concepts simply. Excellent skills in problem-solving and navigating complicated situations in a professional manner. A proven track record of growing the scope of a team. Familiarity with SaaS solutions is a must.
We celebrate diversity and consider it key to our success as a team and a company. We are proud to be an equal opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.

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