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Tripleseat Customer Support Manager in Concord, Massachusetts

“Tripleseat Rocks!” These are words we hear from our customers and employees alike. Tripleseat is a market-leading SAAS-based catering and event management platform for restaurants, hotels, and unique venues. We enable those venues to seamlessly book and plan events, increase sales, and streamline their workload.

As the Manager of Customer Support, an integral part of Customer Success, you will be overseeing the daily operations of Tripleseat’s award-winning Customer Support Team. We are a customer-obsessed, high-performing team that strives to create an experience that leaves customers delighted. We are looking for a growth-minded leader who geeks out about customer success! You will keep a pulse on the customer experience by supporting users, analyzing support trends, and amplifying the customer voice by sharing meaningful insights with leaders to impact company goals. We are looking for someone who is curious, ready to own their objectives, and willing to roll up their sleeves to take our Support Team to the next level. Come party with us!

This role is based in our Concord, MA office.

What you will do:

● Problem solve and offer resolutions on how to best utilize the Tripleseat platform through multiple channels (email, online chat, phone, Slack, etc) to drive customer satisfaction and adoption

● Monitor & manage team performance, productivity, and service levels on an ongoing basis

● Encourage and ensure best practices for customer support interactions by delivering a consistent ticket process

● Drive resolutions for Tier 2/Development issues

● Consistently model best practices and drive the team to achieve goals and objectives

● Work closely with the Support Team Lead to arrange educational webinars, weekly team meetings, and additional duties

● Identify trends related to customer inquiries and guide the Customer Support Team

● Create and maintain Zendesk macros and FAQ Knowledge Base articles of common processes and knowledge

● Compile and present weekly, monthly, quarterly, and annual team metrics and reporting to drive performance

● Collaborate with Product and Development teams to identify issues, test new features, and drive overall product adoption

● Be a Tripleseat expert

● Attend and actively participate in department, product, and company meetings

What we are looking for:

● Minimum of 5 years of customer service experience required – strong customer service, problem-solving, time management, and team-building skills are essential

● Ability to develop and implement department goals to improve efficiency and drive growth

● Exceptional written and verbal communication skills

● Ability to think critically and be solution-oriented

● Demonstrate empathy, resourcefulness, and drive

● Ability to manage multiple workflows simultaneously with a positive attitude

● Comfortable with software tools, such as Tripleseat, Zendesk, FullStory, Guru, Slack, Microsoft Office, Google Drive, Zoom, and GoToMeeting

At Tripleseat, it is all about the people. Our company culture and the well-being of our employees are the key to our success. We love what we do and who we get to do it with! Check out some of our awesome benefits!

· Competitive health insurance

· Company paid Life Insurance, STD, and LTD

· 401K with company match

· Parental Leave

· Pet Insurance

· Unlimited PTO

· Onsite Gym

· Dog Friendly Office!

· Lunch provided – snacks galore – cold brew on tap

Here at Tripleseat, we make sure that everyone has a seat at the table. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued – Everyone Included.