SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

We are looking for an experienced Customer Support Manager to join a high-growth team on a mission to drive success, growth, and excellence for companies that have turned to the new way of hiring. In this role, you will be instrumental in driving the overall success of SmartRecruiters talent acquisition SaaS platform and ensure more people continue to be wowed and fall in love with our brand and hiring success methodology.

You will:

* Interact every day with SmartRecruiters customers to answer questions, resolve issues, educate, and help them succeed.
* Take on the majority of escalated customer support cases (externally escalated from customers)
* Be the main point of escalation for Customer Support Agent - Team Lead (internally escalated)
* Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support related questions and push support cases to resolution.
* Schedule and lead new hire training and enablement sessions.
* Lead internal training sessions for Support Agents.
* Manage and contribute responses to internal questions from Support agents on the Support slack channel on a daily basis.
* Lead bi-weekly 1:1 sessions with Support Agents (per region)
* Lead bi-weekly Support team meetings
* Educate and advise customers on standards, tips, and solutions on using SmartRecruiters.
* Drive a high-level of customer satisfaction.
* Identify, test, and call out technical issues.
* Collaborate closely with all parts of the organization, including product management, engineering, and professional services teams to contribute and execute on our strategy to make customers successful.
* Be ready to get involved and lead various projects in the support and services domain.
* Be an ambassador for SmartRecruiters and its culture.
* Provide awesome customer support for our global clients.

The ideal hire…

• Is passionate about SmartRecruiters’ mission of connecting people to jobs at scaleIs eager to provide best in class customer experience.

• Is motivated by a fast-paced, high growth environment.

• Leads by example, identifies opportunities and provides regular feedback and coaching.

* BA/BS or equivalent in Technology and/or related fields, or relevant work experience.
* Experience with API Technology (OAuth 2.0 is a plus).
* Experience with Web SSO (SAML 2.0).
* Custom Integration middleware (specifically Jitter-bit) is a plus.
* Strong knowledge of Support Case tracking systems (both internal and external) - SalesForce and JIRA is a plus.
* Ability to interact and communicate professionally and confidently with a diverse customer base.
* Customer support experience, preferably in the Enterprise space.
* Strong interpersonal, written and spoken communication skills.
* Excellent English skills a must.
* Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations.
* Experience in technical customer support in a SaaS environment.
* A passion for technology and a drive to change the world.
* Positive, energetic, with a can-do attitude.
* Call center experience.
* Other languages is a plus.

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.