About the Team

The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed.

Shifts:
 Full-Time

About the Role

The Associate Manager, Customer Support leads our North America-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

You’re excited about this opportunity because you will… Lead and Support the Team. Manage a team of customer support representatives, creating a positive, collaborative, and high-performing team environment. Improve Support Processes. Build and refine support workflows to drive greater efficiency and better customer outcomes. Coach for Performance. Monitor team performance through key metrics, providing regular feedback and coaching to help team members grow. Resolve Complex Issues. Serve as the regional expert by handling escalated customer concerns, collaborating with Product and Engineering to ensure timely resolution. Collaborate Across Teams. Work closely with teams like Customer Success and Product to share customer feedback and improve the overall customer experience. Analyze Support Trends. Use data to identify patterns, uncover gaps, and find opportunities to enhance support quality and efficiency. Shape Strategy. Contribute to the development of our broader support strategy, ensuring it aligns with company goals and scales with the business. We’re excited about you because… You have 3+ years of experience leading customer support teams, with SaaS experience as a plus You know how to inspire, coach, and develop a high-performing remote team You care deeply about delivering an outstanding customer experience every time You’re a clear and confident communicator, both in writing and in person You’re a strong problem solver who can handle complex and escalated issues with ease You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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