Senior Manager of Customer Support

Description

Senior Manager Customer Support

The Opportunity

We are seeking an experienced, strategically minded, and hands-on Senior Manager of Customer Support to lead the customer support operations across three of our premier email marketing and delivery brands: iContact, Campaigner, and SMTP.

In this role, you will be responsible for defining, driving, and scaling support excellence across all three brands. You will directly manage our Customer Support Team Leads, ensuring their teams (composed of Tier 1, Tier 2, and Tier 3 support representatives) operate at peak efficiency and perform to our standard REGO (Retain, Engage, Grow, Optimize) operational framework.

You will also oversee vendor partnerships, reviewing contracts to spot areas for expense reduction or budget reallocation.

Additionally, you will serve as the primary AI Advocate for Customer Support, coaching and arming our Technical Support...