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Program Manager, Support Operations

Squire

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Customer Service, Operations

United States

Posted on Friday, July 26, 2024

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 3,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

The Customer Support Operations Manager will be responsible for overseeing the technology and systems used by the Customer Support team. This role involves managing our technical support infrastructure, implementing new tools and technologies, and ensuring seamless integration with other business systems.

This role will be pivotal in enhancing our Customer Support operations and ensuring our systems and technologies scale effectively with our growth.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for improving customer experience through technology.

REPORTS TO

Director of Support

JOB DUTIES AND RESPONSIBILITIES

Lead the implementation and management of the technology platforms used by SQUIRE’s customer support team
Evaluate, implement and manage tools to improve efficiency and customer satisfaction, including but not limited to contact center/VOIP systems, case management solutions, and other support technologies
Develop strategies to scale customer support operations to support business growth while maintaining high service quality standards
Work closely with IT, development teams and GTM operations to ensure the customer support systems are fully integrated with other SQUIRE business systems
Monitor system performance metrics and make data-driven decisions to improve customer satisfaction
Ensure all customer support technologies comply with data protection regulations and company policies
Manage vendor relationships, ensuring that services and products delivered are cost-effective and meet the specified standards
Train and support customer support staff on the use of technology tools
Stay updated with the latest in technology solutions and customer support trends to keep our systems and practices modern and effective
Admin responsibilities for multiple Customer Support tools

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

REQUIREMENTS AND QUALIFICATIONS

3+ years of experience in a technology management role in a customer support/service environment
Strong technical skills and proficiency in multiple customer support and CRM systems such as ServiceCloud, Zendesk, Dialpad, 8x8, Kustomer, Slack, Delighted
Excellent analytical and problem-solving abilitiesExperience in managing technology projects, including planning, budgeting and execution
Ability to drive cross-functional initiatives across multiple stakeholders by determining key objectives, creating business requirements, and translating into system configuration and implementation
Strong interpersonal and communication skills
Familiarity with data security and software compliance standards

NICE TO HAVE

Advanced level and/or other Salesforce certifications preferred (e.g. Service Cloud)

- Base Salary of $80,000 - $100,000

- New hire stock grant

- 100% employer paid medical/dental/vision insurance for you and your dependents

- 401K plan with company contribution

- Generous PTO and Parental Leave policies

- 100% remote

Interview Accommodations

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to recruiting@getsquire.com and someone on our team will respond to your request.

EEO Provision

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.