Customer Support Manager

Kyte Anywhere
Apply at LinkedIn
Work from home Full-time Health insurance Dental insurance
Qualifications
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Experience in a customer service management role, preferably 2+ years
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Strong track record of team management; good leaders lead happy teams
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Data-driven mindset, strong business judgment, and proven ability to perform analysis, draw key insights, and form and execute a strategy
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Strong and effective verbal and written communication
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Excellent organization and time management
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Entrepreneurial hustle and proven self-starter with owner’s mentality
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High EQ, and proven ability to deliver outstanding results in a timely manner using a strong sense of focus, organization, and meticulous attention to detail
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Passion for Kyte, its role improving our access to transportation, and an interest in the platform methodology
Responsibilities
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The role puts you at the helm of our Communication Support team, where you will be able to use real-time feedback from customers to help develop improvements in customer operations and improvements in our product
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Own customer support team management; inspiring team performance through data insights
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Use data to highlight areas of improvement, customer insights, and growth opportunities
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Work cross functionally to own improvement initiatives from start to finish
•
Improve existing processes and work to build new processes to drive operational improvements
•
Drive customer happiness – owning the Kyte Voice through all customer communication
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Ensuring that all of our documentation, both external and internal, adheres to our standards
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Own escalated issue resolution end to end, creatively problem solving and building out process for future instances
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Track and improve the failure points and gather feedback, communicate user feedback with the team, and translate that data into action
Benefits
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Comprehensive Medical, Dental, & Vision Health Insurance (Individuals 100% Covered, Dependents 80% Covered)
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401(k) Retirement Plan
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$200 Monthly Commuter Benefit
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$75 Monthly Flexible Wellness Benefit
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Annual WFH Stipend (Remote Employees)
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Annual Learning and Development Budget
Job description
About Us Kyte is a Series B technology platform that brings magic and seamless delivery into the experience of getting a car in cities for any trip longer than a rideshare. We unlock the freedom to go places by committing to relentless customer centricity, technology-powered operational excellence and capital efficiency. The sky’s the limit when it comes to Kyte At Kyte, we love what we do and we believe our diverse team of ridiculously ambitious individuals is what makes our company unstoppable. We are a transparency first, egoless, and down-to-earth group of people, scattered across the globe, with a true passion for the Kyte mission . No matter where you are or what you are working on, you will have a significant level of ownership and impact on our company’s trajectory and growth into the future. Help us unlock the freedom to go places! We are excited to grow our team and bring on a highly motivated Customer Operations Manager! We’re a lean, high-performing team developing Kyte’s customer experience. This is a central position at Kyte where we are constantly improving current processes and developing new ones in order to increase customer happiness and operational excellence. The role puts you at the helm of our Communication Support team, where you will be able to use real-time feedback from customers to help develop improvements in customer operations and improvements in our product. What You’ll Do • Own customer support team management; inspiring team performance through data insights • Use data to highlight areas of improvement, customer insights, and growth opportunities • Work cross functionally to own improvement initiatives from start to finish • Improve existing processes and work to build new processes to drive operational improvements • Drive customer happiness – owning the Kyte Voice through all customer communication. Ensuring that all of our documentation, both external and internal, adheres to our standards • Own escalated issue resolution end to end, creatively problem solving and building out process for future instances • Track and improve the failure points and gather feedback, communicate user feedback with the team, and translate that data into action Required • Experience in a customer service management role, preferably 2+ years • Strong track record of team management; good leaders lead happy teams • Data-driven mindset, strong business judgment, and proven ability to perform analysis, draw key insights, and form and execute a strategy • Strong and effective verbal and written communication • Excellent organization and time management • Entrepreneurial hustle and proven self-starter with owner’s mentality • High EQ, and proven ability to deliver outstanding results in a timely manner using a strong sense of focus, organization, and meticulous attention to detail • Passion for Kyte, its role improving our access to transportation, and an interest in the platform methodology Preferred • Experience in working for a startup or in operations in a fast-paced environment • Experience managing an off-shore team • Experience onboarding a BPO Benefits And Perks • Comprehensive Medical, Dental, & Vision Health Insurance (Individuals 100% Covered, Dependents 80% Covered) • 401(k) Retirement Plan • $200 Monthly Commuter Benefit • $75 Monthly Flexible Wellness Benefit • Annual WFH Stipend (Remote Employees) • Annual Learning and Development Budget Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single requirement. At Kyte, we’re building an inclusive, diverse, and authentic workplace, so if you’re excited about our vision/mission and this role caught your eye – we encourage you to apply! Don’t worry if your previous experience doesn’t match perfectly, you may be the right candidate for this role, or even another role at Kyte
February 1st, 2023 by