Support Manager  

About the Role

First Circle is looking for a Support Manager to lead and develop the Support function and manage key projects as the company scales its operations. This role will be a key contributor in supporting First Circle's vision of helping high performing businesses to access finance and grow faster through the meritocratic provision of supply chain capital. In this role you will work closely with every part of the business, including Sales, Marketing, Product and Engineering, to deliver best-in-class user support. You will also be required to continually build on the Support data collection framework, in order to synthesize information on user feedback and activity and subsequently contribute to product development.

This will be a managerial role with a heavy focus on people management and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally driven individuals.

Performance Objectives

• Lead, motivate, and develop a high performing team within a time-sensitive and demanding environment to deliver on operational KPIs
• Set up career development plans, guide team members, and develop them into high performing support agents. These team members are at the forefront of our business, answering our user’s questions and tending to their needs, so their output needs to consistently be of exceptional standards
• Work cross-functionally with various teams (such as Product, Sales, Marketing, Data) to ensure your team is delivering exceptional customer experience, meeting service level requirements and contributing to product and process development
• Analyze the performance of your team and provide constructive feedback to team members on a consistent basis
• Be a Subject-Matter Expert on the company's processes and policies and ensure documentation maximizes efficiency and service, including taking ownership of FAQ's and policy creation
• Responsible for identifying trends within your team’s’ performance as well as overall support trends, taking action as appropriate
• Encourage continuous process improvement to deliver an excellent experience every time, all the time. Work to increase the pro-activity of support to users.

• Minimum 4 years of working experience in a high-volume and fast-paced service-industry or customer support environment including a minimum of 2 years of leading teams
• Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
• Exceptional written and verbal communication skills
• Self motivated with a deep affinity for problem solving, always challenging the status quo and never settling for how something ‘has always been done’
• Always willing to roll up your sleeves and be hands-on
• Optimistic leadership: You have an enthusiastic attitude and are passionate about providing exceptional user experiences. You view every support interaction as a chance to impact our customers in a positive way.

Bonus Points if you are:

• Tech savvy, with experience troubleshooting and using multiples tools and platforms to solve problems, including languages such as SQL
• Experience using Zendesk or other similar support help desks