Envoy · 1 day ago
Customer Support Manager
Austin, TX
Full-time
Onsite
Senior Level
$112K/yr - $128K/yr
5+ years expEnvoy builds workspace management technology that makes it simple to run secure, compliant, and connected workplaces across every location. The Customer Support Manager will lead a technical support team, enhance customer experience, and drive product adoption while managing various support metrics and projects.
Facility ManagementHuman ResourcesOffice AdministrationSoftware
Responsibilities
Lead a high-functioning, technically savvy & quick-witted team - build, manage, and grow the team to address complex queries, collect & track feedback to internal/external stakeholders, and evolve our Support operations
Manage staffing and scheduling for the CX team, including on-call rotations, hiring, etc to ensure ample frontline coverage across global time zones
Monitor and drive key metrics that ensure the quality of our service – case volume and resolution, issue categorization, backlog management, CSAT and QA. Report on team performance/KPIs on a weekly, monthly, quarterly cadence and provide succinct, actionable insights to the wider team & leadership
Regularly monitor and analyze customer feedback and support metrics to identify areas for improvement and implement solutions to enhance the customer experience
Identify, develop & translate native metrics & reporting needs from Envoy’s CRM to our BI tool for long-term scalability; identify core metrics needed for both the organization and teammate performance
Be a product & integrations expert – develop and implement onboarding, training, and ongoing skills growth programs for team members; provide the team with product troubleshooting advice, creative solutions/workarounds, etc
Navigate escalated customer issues and ensure timely resolution, maintaining a high level of detail, polish & overall customer wellness
Own the operational quality and embed quality processes into the program - identify areas of opportunity across individual(s) / organization(s) and ship feedback to our cross-functional Marketing, Sales and Engineering/Product partners; implement new process/policy changes accordingly
Leverage knowledge of CX industry standards and best practices to manage current systems, as well as explore new tools (e.g. AI) and support channels (e.g. inbound/outbound phone) to meet growing business needs
Maintain and build upon existing CX team forecasting models to plan for peak business periods and identify cost optimizations
Drive on new projects/initiatives to improve the B2B customer experience with minimal to no supervision; be able to identify opportunities to uplevel our organization and execute in a detailed, timely and succinct manner
Flex across systems/platforms while juggling multiple projects in a fast-paced, exciting working environment
Conduct regular performance evaluations and provide ongoing coaching and feedback to team members
Communicate regularly and effectively with all stakeholders within the team, organization, and beyond; manage and facilitate program and cross-organization meetings
Foster a positive, balanced working environment that gets team members excited about their work and mitigates risk of burnout; operates as a leader to all Success teammates within the Austin office
Qualification
Required
BA/BS degree required
5 - 7 years of proven management experience in Customer Service/Support Management, Contact Center Management, or equivalent high performance operational teams preferably with 5 or more direct reports; we are looking for a candidate who can both get in the operational trenches as well as think & execute on a strategic vision
Experience working in a B2B SaaS organization troubleshooting native systems as well as a large suite of complex integrations
Multi-channel experience across live-chat, email and inbound/outbound phone
Experience leveraging key Customer Support/Success tools & services such as Intercom, Omni, Looker, Assembled, MaestroQA, etc
Data-driven - Strong experience identifying, analyzing, and reporting on KPIs. Ability to not only understand native reporting but demonstrated experience in developing/translating data across BI tools (e.g. Omni)
Proven experience implementing an AI strategy within the customer journey
Strong understanding of workforce management principles e.g. forecasting methodologies
Excellent track record of project/program management that deals with operational processes; experience developing and implementing new tools/strategies, procedures, and standardization (e.g. quality assurance programs, learning management systems, community platforms, etc)
Ability to work independently in a fast-paced and rapidly changing environment; able to operate with minimal to no supervision
Strong experience developing cross functional partnerships primarily with Engineering/Product, Sales, Marketing and Success
Flexible -- an understanding that after-hours work may be required to support the Envoy team and/or our customers
Proficient knowledge of SQL - able to query data, as needed
Proficient knowledge of web development technology
Experience working with customers of all sizes (SMB to Enterprise) to help resolve customer facing issues and ensure long term retention, product adoption and revenue expansion
Preferred
Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
Experience working in regulatory / compliance spaces
Benefits
A high degree of trust in your ideas and execution.
An opportunity to partner and collaborate with other talented people.
The ability to make an immediate impact in helping customers create a great workplace experience.
Support for your personal and professional growth.
Company
Envoy
Envoy transforms modern workplaces with innovations that make office life and work more meaningful.
201-500 employees
H1B Sponsorship
Envoy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (7)
2023 (8)
2022 (12)
2021 (7)
2020 (8)
Funding
Current Stage
Growth StageTotal Funding
$170.15MKey Investors
Brookfield GrowthMenlo VenturesAndreessen Horowitz
2021-12-30Series C· $111M
2018-10-23Series B· $43M
2015-06-23Series A· $15M
Leadership Team
Larry Gadea
CEO and Founder
Sinohe Terrero
Chief Financial Officer and COO
Recent News
Menlo Ventures
2025-12-29
PCMag Australia
2025-11-09
Morningstar.com
2025-10-23
Company data provided by crunchbase