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Customer Success Team Lead

Support | Hybrid in Raleigh, NC | Full Time

Job Description

Please note: While this role does not require in-office attendance, we are looking for a candidate based in or around the Raleigh-Durham area.

ABOUT GUIDEBOOK:

Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps, with no technical skills required. 

Thousands of organizations use Guidebook to create mobile applications for their conference, corporate meeting, university campus, or other custom event—but it doesn’t stop there. Our mission is to connect people with the places in which they spend their time. Forward-thinking professionals are using Guidebook’s simple app builder to make interactive mobile guides for their student orientations, college campus tours, venues and corporate campuses, airports, and any other place where there’s a lot going on.

Here at Guidebook we know the future is mobile—come and join us on our mission!

ABOUT THE JOB:

The Customer Success Team Lead is a consummate leader, strategist, and expert in all things Customer Success.  We’re looking for people with a proven background in customer service, people management experience (or an appetite to grow into management within the next 6-12 months), alongside an aptitude for creating processes and continually maximizing team performance.  This role paths directly to the Manager, Customer Success position in 6-9 months.

Our Customer Success Team consists of 5 amazing Customer Success Associates (CSAs) who serve as the resident Guidebook experts, responsible for thoroughly understanding our apps and content management system, and applying that knowledge towards our customers’ success.  In the first 6-9 months, you will dive headfirst into the day-to-day of our CSAs, while learning the ropes from other coworkers, shadowing our existing CSA team manager, and having the freedom to develop innovative new processes.  After that time, you will formally assume the responsibilities and title of the manager of the Customer Success Team.

WITHIN 3 MONTHS, YOU’LL: 

  • Achieve a working knowledge of our Builder CMS and app submission process.

  • Understand the day-to-day operations of the team and the best practices required to support your future reports.

  • Gain exposure to the systems that the CSA team use daily (e.g. Zendesk, SnapEngage, JIRA)

  • Gather familiarity with the support process by answering questions via email, live chat and phones.

  • Collaborate with clients to build incredible content into their apps, and aid in app submissions to the Apple and Google Play stores.

  • Begin establishing rapport with your peers and CSA team.

  • Connect with fellow leaders within Guidebook and help create mutual success between teams.

  • Help fellow Guidebookers find answers to their technical questions.


WITHIN 6 MONTHS, YOU’LL: 

  • Achieve mastery of our Builder CMS and app submission process.

  • Become fluent in the core CSA systems and begin thinking about process enhancements.

  • Analyze customer feedback and team trends to set team goals and create standards for continuous process optimization.

  • Work closely with Guidebookers on the Account Management team, to share best practices and ensure clients are maximizing their subscriptions.

  • Represent the voice of the support team to product and other departments.

  • Begin formulating strategy for the team direction.


WITHIN 12 MONTHS, YOU’LL: 

  • Have established and trusted relationships with all team members.

  • Coordinate initiatives with sales and marketing to maximize revenue.

  • Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, and personal events.

  • Report routinely on support trends, team efficiency, and propose meaningful improvements.

  • Interview and hire candidates for the Customer Success team.

  • Work to make the rest of your team better because they should be making you better too!

OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:

  • Excellent time management and multi-tasking skills

  • Experience using Zendesk, JIRA, and live chat technology.  Bonus points if you have admin experience on these platforms or experience analyzing data

  • Courage to shake up the status quo 

  • Attention to detail and strong organizational skills

  • Ability to work in a high-energy environment; team player

  • Demonstrated problem-solving capability and desire to constantly improve our system

  • Positive and energetic phone skills, excellent listening skills, and strong writing skills

  • Highly proficient with standard corporate productivity tools (email, MS Office, especially Excel)

  • Hardworking, self-motivated, and intelligent

  • Fun to be around. Someone who adds to our dynamic team

  • Willingness to work flexible hours, such as weekends

  • Experience in a customer support team lead position or customer support management position, preferred, but not required.


PERKS: 

  • Full health benefits: medical, dental, and vision

  • Unlimited vacation time

  • Awesome virtual hangouts

  • Make your workstation yours: we provide you with supplies to have an incredible work from home setup (and, once we’re back in office, the ability to customize your workstation)

  • Stock options

  • Fun group/team outings like movie nights, games, and BBQ’s (as soon as we can!)

If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.