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Customer Support Manager

Company: AuthID
Location: Aurora
Posted on: May 16, 2022

Job Description:

Job DescriptionSalary: $85,000- $125,000Customer Support ManagerFully remoteU.SAbout the role:authID eliminates insecure passwords, one time pincodes, and knowledge-based authentication by using something consumers have already been trained to do – smile for a selfie. We simultaneously give the business or organization the assurance that they are dealing with their authentic customer, not just their device. Implementation is cut and paste so a single developer can connect to our entire Identity as a Service (IDaaS) suite in hours, not months. We've created a killer app for authentication. We are listed on Nasdaq and are growing rapidly in one of the world's fastest-growing markets at the intersection of AI and security.We are a remote-first company that is building a team centered around Denver, CO, but team members are based throughout the world. We are an inclusive culture focused on working efficiently in a low-drama environment that values accountability and autonomy.authID is passionate about assembling a world class customer service team as we firmly believe that talented contributors are key to delivering a great customer experience. We are looking for a Customer Support Manager who shares the same values and will be responsible for managing our Tier 1 support team to provide appropriate and timely solutions to customers while working cross functionally with Tier 3 Support and Integrations. The Customer Support Manager will also provide recommendations for support strategy and improvement of overall customer satisfaction. The Customer Support Manager reports to the SVP, Customer Success.What is the role?

  • Ensure Service Level Agreement Targets for response time and case resolution are met.
  • Handle ticket escalations and communicate directly with customers in a more personalized manner over email, phone, video conference.
  • Maintain positive relationships with customers who've had challenging experiences.
  • Collaborate effectively with Tier 1 Support team to set clear expectations, action steps and accountability for issue resolution.
  • Develop a system process for satisfaction surveys and reporting metrics.
  • Partner with other departments to coordinate and oversee any dependent initiatives associated with customers and the Sales Team.
  • Attend top tier customer escalation calls to help navigate issues and provide updates to open tickets.
  • Provide feedback on a recurring basis to Sales, Product and other stakeholders from Support engagements to promote potential upsell opportunities, accounts at risk, and product improvement.What does it take?
    • Minimum 4 years in a customer facing role with management experience.
    • Bi-lingual in Spanish
    • Excellent written and verbal communication as well as the ability to express empathy and de-escalate tense customer interactions.
    • Experience working with database/BI tools.
    • Experience working with Jira and Salesforce.
    • Self-starter, detail-attentive, action driven with the ability to take initiative, execute and follow through.Successful applicants can expect to earn and receive:
      • A basic salary in the range of $85K to $125K (depending on skills and experience)
      • Medical insurance benefits in accordance with authID.ai's standard plans
      • 401K Plan with matching benefits
      • Discretionary performance-based bonus
      • Discretionary equity incentives, in accordance with authID's equity incentive plans and subject to Compensation Committee approval Successful applicants will be subject to taking up references, a background check, and legal employment status in the United States.authID is an equal opportunity employer and welcomes applications from all qualified people and does not discriminate in employment or pay on the basis of any non-merit factor.Please submit resumes to careers@authID.ai Identity is at the core of authID's mission. authID is a leading provider of secure, mobile biometric identity authentication and verification, including Identity as a Service. Further information about authID.ai is available at www.authid.ai.

Keywords: AuthID, Aurora , Customer Support Manager, Executive , Aurora, Colorado

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