About Sensi:
Sensi is on a mission to change the way we, as a society, take care of every older adult who needs it. We are leveraging the power of AI and data to ensure safety, dignity, and satisfaction in every caregiver-care recipient interaction.
Why Sensi:
If you want to work with a purpose - Sensi is the place for you! Join us in creating an ideal care environment for older adults and making Sensi a new industry standard for the long-term care industry. Sensi offers unique professional growth opportunities and the ability to impact the future of our company.
About the role:
As the Manager of Customer Support at Sensi, you will lead, build, and inspire a team of support representatives to deliver world-class customer service. You will be responsible for ensuring the efficient operation of the support department, managing customer escalations, and driving continuous improvement initiatives. This role demands strong leadership, technical expertise, and a passion for customer satisfaction. This is an exciting opportunity to be our first Manager, Customer Support.
Responsibilities:
- Recruit, train, and mentor a team of support analysts.
- Develop and execute a customer support strategy aligned with the company's goals.
- Implement support processes and standards to enhance the customer experience.
- Ensure the team is equipped with the necessary tools and resources to deliver exceptional support.
- Be a subject matter expert in Sensi’s product and services.
- Manage and resolve escalated customer issues, ensuring timely and effective solutions.
- Analyze support data and customer feedback to identify trends and areas for improvement.
- Utilize data-driven insights to make informed decisions and implement enhancements.
- Oversee the creation and maintenance of knowledge base articles and user guides.
- Provide excellent customer service and technical support by phone and email.
- Work closely with the customer success department on support-related issues.
- Work closely with our operations, product, and engineering teams to resolve client requests promptly and accurately.
- Provide ad-hoc training on Sensi products and devices as needed.
- Assist in pre-release testing of changes to production systems.
- Manage cross-department projects.
- Stay up-to-date with product updates and changes to assist customers effectively.
Requirements:
- Proven experience in a customer support leadership role, preferably in a SaaS environment.
- Strong leadership and team-building skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with a focus on data-driven decision-making.
- Technical aptitude and familiarity with support software and tools.
- Dedication to customer satisfaction and a passion for delivering top-notch service.
- Hubspot experience is an asset.
- Exceptional verbal and written communication skills.
- Strong customer service orientation aiming to delight our customers.
- Tech savvy (can understand how to troubleshoot and explain Sensi’s products).
- Strong documentation skills.
- Prior experience working in a growing, fast-paced organization with a dynamic environment.
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