ContentFly is one of the fastest growing B2B startups in the world. We're backed by world class investors, building for an enormous TAM, and looking for a Customer Support Manager to help grow our team and cultivate an amazing culture.
We're a product that has scaled from $0 to $3m in ARR in essentially two years and currently managing over a 1,000 active users on our marketplace. Reporting up directly to our VP of Operations, you'll be responsible for building out our Customer Support function during this next phase in our growth. We're on track to hit ~$10M ARR by 2022.
Have you helped set up a successful support team at a young tech company in the past? Are you looking to do the same, with a well-resourced and truly hyperscale young tech company?
Help shape our processes and systems that enable our support team members to deliver a great customer experience
Lead a team of remote customer support specialists and enable them to be a key driver in customer growth and retention
Improve our self-serve capabilities and knowledge base
Own our support team's key metrics and KPIs
Set up dashboards, KPIs and reporting for the broader Operations team
Help with strategic planning and future OKRs for the support function
Recruit, hire, and train a growing team of support specialists
Collaborate with teams across the organization to shape how we support our customers and improve our customer experience
Carry out various process improvement initiatives to better improve the way we serve our customers
Demonstrate a strong understanding of our users' journey and be their advocate within the organization.
Salary: US$60,000 per year
This position is fully remote, you can apply from and work from anywhere.