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Customer Support Manager

Customer Support | Oakland, CA | Full Time

Job Description

99designs is an innovative marketplace, redefining how graphic design gets done around the world.

Do you love visual design?

Are you someone who is passionate about contributing to small businesses?

Do you have a natural ability to easily connect with and talk to people?

If you answered yes, then we have the job for you!

Our Support team provides a world-class experience to all customers with graphic design needs, from small businesses to Fortune 500 companies. Our smart and very passionate group is a large reason why most of our business comes to us through word-of-mouth referrals.

And we need you! We're on the lookout for a friendly individual with creative energy and great communication skills. You'll work directly with the next generation of entrepreneurs, influencing small businesses by helping them get the best visual branding possible.

If this sounds like a great fit, check out the details. We look forward to hearing from you!

Job Summary:

Reporting to the Director of Global Support, the Customer Support Manager is responsible for managing the day-to-day operations of the Support Team in 99designs Oakland, CA office and/ or any additional staff designated to them.  Aside from the day-to-day operations, they are responsible for leading and motivating their staff to ensure they are providing the best customer support possible to every single customer. In coordination with the Director, they will also be responsible for hiring new staff when needed and continually developing on-going training programs to enrich and educate their teams.

They are motivated by being a leader for the Support Teams and a leader within 99designs overall. They will do this by always advocating for what is best for their teams as well as the customers and designers of 99designs. This comes naturally to them because they have a track record for successfully meeting or exceeding customer needs, team goals and leading by example.

Key Responsibilities include the following. (Other duties may be assigned to meet business needs.)

  • Responsible for suggesting methods to improve area operations, efficiency and service within the Customer Support Teams and for our customers

  • Use appropriate judgment in upward communication regarding department and customer concerns

  • Work as a member/leader of special or on-going projects that are important to area/process improvement

  • You will work with the Director of Global Support to on the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs

  • Hiring new staff when the time is needed

  • Be there for customer escalations for your staff and customers when needed

  • Exercise cross functional leadership with the Designer Support team to ensure that both the customer and designers needs are met to our satisfaction and best standards

Required Education, Experience, and Skills

  • Small team leadership and or managerial experience

  • 3-5 years of Customer Support experience

  • Ability to train others and assist in developing on-going training programs

  • Ability to communicate effectively to a variety of audiences

  • Ability to provide and support a vision and direction

  • Knowledge of best practice in terms of service excellence initiatives and creating great customer experiences

  • Strong interpersonal skills

  • Ability to be flexible and adapt to change

  • Ability to lead by example

  • Ability to manage and motivate remote employees

Required Personal Attributes

  • Positive Attitude

  • Motivated by successfully meeting customer needs coupled with a desire to go beyond the call of duty to exceed the customer's expectations.

  • Ability to think and problem solve independently

  • Ability to motivate others

Physical Requirements

  • Ability to strongly communicate via phone and email

  • Ability to work at a computer for extended periods of time

  • Potential for some work on weekends and holidays

Backed by Accel Partners (who have also invested in Facebook, Slack, and Dropbox) and Recruit Strategic Partners, 99designs is a dynamic company with offices in Oakland (right by Bart), Melbourne, and Berlin. We love our employees and go to great lengths to make sure they know it! Perks include: a well-stocked kitchen for breakfast, lunch, and snacks, free weekly lunches, Friday happy hour, transportation subsidies, excellent health care, free local gym membership, an active ping pong table, action games….oh, and did we mention our commercial grade espresso machine?