Job Description
SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips.
Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.
What we’re looking for
The Customer Support Manager is a dynamic role responsible for leading, mentoring, and developing a team of customer support professionals. This position includes a range of activities from day-to-day team management to strategic planning and implementation, executing projects from inception to completion, and contributing significantly to the team's success and organizational impact.
What you’ll be working on
Team Leadership and Development: Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery.
Operational Management: Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards.
Customer Experience Enhancement: Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data.
Execution and Impact: Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals, while managing project communications and resources.
Cross-Functional Collaboration: Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact.
Process and Quality Improvement: Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition.
Professional Development: Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills.
We’d love to hear from people with
Leadership and Strategic Management:
1+ years of experience leading a team, including mentoring and training.
Experience in fostering a collaborative team environment and motivating team members to achieve high performance.
Operational Excellence:
Advanced knowledge of operational metrics and KPIs to gauge and improve team performance.
Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness.
Stakeholder Management:
Strong capabilities in managing stakeholder relationships across various levels of an organization.
Proven record of successfully collaborating with other departments to enhance customer support strategies.
Change Management:
Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes.
Skills in managing resistance and effectively communicating change benefits to teams and stakeholders.
Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.
What we’re looking for
The Customer Support Manager is a dynamic role responsible for leading, mentoring, and developing a team of customer support professionals. This position includes a range of activities from day-to-day team management to strategic planning and implementation, executing projects from inception to completion, and contributing significantly to the team's success and organizational impact.
What you’ll be working on
Team Leadership and Development: Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery.
Operational Management: Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards.
Customer Experience Enhancement: Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data.
Execution and Impact: Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals, while managing project communications and resources.
Cross-Functional Collaboration: Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact.
Process and Quality Improvement: Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition.
Professional Development: Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills.
We’d love to hear from people with
Leadership and Strategic Management:
1+ years of experience leading a team, including mentoring and training.
Experience in fostering a collaborative team environment and motivating team members to achieve high performance.
Operational Excellence:
Advanced knowledge of operational metrics and KPIs to gauge and improve team performance.
Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness.
Stakeholder Management:
Strong capabilities in managing stakeholder relationships across various levels of an organization.
Proven record of successfully collaborating with other departments to enhance customer support strategies.
Change Management:
Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes.
Skills in managing resistance and effectively communicating change benefits to teams and stakeholders.
💡 Quick Summary
Seeking a career-building opportunity? The Manager I, Customer Operations position is now open for candidates interested in the Work from home Jobs sector. This role in Bideford offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.