Vagaro
Technical Support Manager, SaaS Customer Support
Vagaro, Pleasanton, California, United States, 94566
Vagaro is looking for a Technical Support Manager who possesses strong leadership skills and is motivated by easing the lives of our customers. The CS Manager oversees a team of customer support agents that service the customers of the Vagaro platform and associated point of sale hardware. The successful candidate needs to effectively manage a group of ~ 12 agents, including one mentor/team lead. The group is one of 5 similar groups supporting the Vagaro platform – all located in
Pleasanton
, CA.
The TS Manager is required to ensure high-level customer satisfaction by guaranteeing that customer needs are properly analyzed, documented, and resolved as quickly as possible with the goal of creating an exceptional customer experience for users of the Vagaro platform.
In this Vagaro managerial role, the successful candidate is expected to come up to speed quickly to act as a technical point of escalation and to be the last point of managerial escalation for the group, or groups, as needed.
Position reports to Pleasanton, CA - Onsite position*AVAILABILITY REQUIREMENTS: M-F 4:00PM TO MIDNIGHT**
Perks15 days PTO9 company holidaysReimbursement program using any of Vagaro services.401k retirement plan with matchingHealthcare, dental & vision plans for individuals and familiesLife insurance, supplemental programsTuition reimbursement programDiscounted tickets programDoordash Dash PassOn-site fitness centerWork/Life & EAP services
ResponsibilitiesManage individual agents to meet/exceed individual and group metric goals and KPIsSet individual agent goals / MBOsConduct weekly agent 1:1s to review metrics, objectives, statusMeet/Exceed management team and management goals as set by the DirectorMonitor and address individual and group moralePresent status in weekly 1:1s with department DirectorMonitor queue status, reassigning agents as neededValidate and approve agent time sheets in PayComDeliver agent performance improvement plans and track – presenting updates weekly to Director and HRCreate and deliver yearly employee reviews and set goals for the next yearPresent ticket data to drive change requests in weekly Product Development meetingsOwn group shift scheduling to ensure coverage based on incident arrival and headcountOwn agent CSAT by addressing all negative CSAT survey returns with the agent, and contacting the customer directly to ensure resolutionMentor Team Leads and Agents based on experienceFinal point of escalation for managerial requests as requested by Support or dependent groups/individuals“Manager On Call,” as situation dictatesMaster of Situational ManagementOther duties as assigned
Experience/Requirements5+ years managing SaaS software support in a high-volume consumer support centerEscalation resolution and Save/Retention experienceExperience with Zendesk CRM or similar platformPrior queue management expertiseWorkforce management experience for shift schedulingExperience with project management software Asana/JIRA or similarPrior collaboration experience with Product Management, Development, Sales, and MarketingFast Learner – the ensure mastery of the Vagaro platformSupport Content Development – draft and proof written documentationA desire to excel, and to share your knowledge. Lead by exampleDriven by Urgency and Quality of SupportAvailable Monday - Friday 4:00 PM - Midnight
Nice To HaveOpen to weekend shiftsPreferred – Prior Vagaro experiencePreferred – support experience in the beauty, health, fitness industriesPreferred – prior save and retention experience in a support organizationPreferred – IVR/queue development and managementPreferred – HTML/XML/ experiencePreferred – Page Source troubleshooting, specifically with widget codeSpanish 2nd language
About The CompanyVagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visiting
https://www.vagaro.com
and
https://sales.vagaro.com .
#J-18808-Ljbffr
Pleasanton
, CA.
The TS Manager is required to ensure high-level customer satisfaction by guaranteeing that customer needs are properly analyzed, documented, and resolved as quickly as possible with the goal of creating an exceptional customer experience for users of the Vagaro platform.
In this Vagaro managerial role, the successful candidate is expected to come up to speed quickly to act as a technical point of escalation and to be the last point of managerial escalation for the group, or groups, as needed.
Position reports to Pleasanton, CA - Onsite position*AVAILABILITY REQUIREMENTS: M-F 4:00PM TO MIDNIGHT**
Perks15 days PTO9 company holidaysReimbursement program using any of Vagaro services.401k retirement plan with matchingHealthcare, dental & vision plans for individuals and familiesLife insurance, supplemental programsTuition reimbursement programDiscounted tickets programDoordash Dash PassOn-site fitness centerWork/Life & EAP services
ResponsibilitiesManage individual agents to meet/exceed individual and group metric goals and KPIsSet individual agent goals / MBOsConduct weekly agent 1:1s to review metrics, objectives, statusMeet/Exceed management team and management goals as set by the DirectorMonitor and address individual and group moralePresent status in weekly 1:1s with department DirectorMonitor queue status, reassigning agents as neededValidate and approve agent time sheets in PayComDeliver agent performance improvement plans and track – presenting updates weekly to Director and HRCreate and deliver yearly employee reviews and set goals for the next yearPresent ticket data to drive change requests in weekly Product Development meetingsOwn group shift scheduling to ensure coverage based on incident arrival and headcountOwn agent CSAT by addressing all negative CSAT survey returns with the agent, and contacting the customer directly to ensure resolutionMentor Team Leads and Agents based on experienceFinal point of escalation for managerial requests as requested by Support or dependent groups/individuals“Manager On Call,” as situation dictatesMaster of Situational ManagementOther duties as assigned
Experience/Requirements5+ years managing SaaS software support in a high-volume consumer support centerEscalation resolution and Save/Retention experienceExperience with Zendesk CRM or similar platformPrior queue management expertiseWorkforce management experience for shift schedulingExperience with project management software Asana/JIRA or similarPrior collaboration experience with Product Management, Development, Sales, and MarketingFast Learner – the ensure mastery of the Vagaro platformSupport Content Development – draft and proof written documentationA desire to excel, and to share your knowledge. Lead by exampleDriven by Urgency and Quality of SupportAvailable Monday - Friday 4:00 PM - Midnight
Nice To HaveOpen to weekend shiftsPreferred – Prior Vagaro experiencePreferred – support experience in the beauty, health, fitness industriesPreferred – prior save and retention experience in a support organizationPreferred – IVR/queue development and managementPreferred – HTML/XML/ experiencePreferred – Page Source troubleshooting, specifically with widget codeSpanish 2nd language
About The CompanyVagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visiting
https://www.vagaro.com
and
https://sales.vagaro.com .
#J-18808-Ljbffr