Leading and managing large cross - functional projects that enhance go - to - market initiatives. Collaborating with various teams to create clear operational frameworks and strategies in insurance.
About the role
- Support Manager responsible for leading account and social media support teams at Replit. Ensuring top user experience and collaborating across various departments for improvement.
Responsibilities
- Lead and develop a global team of Account & Billing Specialists and Social Media Support agents.
- Oversee day-to-day operations across support queues and social channels, ensuring quick, accurate, and on-brand responses.
- Manage escalations for complex or sensitive billing issues, collaborating with Finance, Product, and Legal as needed.
- Monitor and respond to user sentiment on social media, escalating emerging issues or brand risks.
- Partner cross-functionally to improve self-service tools, billing workflows, and user communications.
- Define and track team metrics, including SLA adherence, CSAT, ticket deflection, and social response times.
- Refine playbooks and training materials to ensure consistency, accuracy, and tone alignment across all channels.
- Coach and mentor team members, driving continuous improvement in quality, empathy, and efficiency.
Requirements
- 5+ years of experience in customer or technical support
- 2+ years in a management role
- Proven experience leading account/billing support teams
- Proficiency with Zendesk, Stripe, Slack, and social engagement tools
- Strong understanding of metrics-driven support operations, including SLA and queue management
- Excellent written and verbal communication
- Experience collaborating across multiple teams (Finance, Product, Engineering, Comms) in a fast-paced SaaS environment
Benefits
- Competitive Salary & Equity
- 401(k) Program
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Commuter Benefits
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In Office Amenities
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