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Senior Customer Support Manager

VentureFizz

VentureFizz

Customer Service
New York, NY, USA
Posted on Friday, May 31, 2024

About Nayya

At Nayya, we believe theres a better way to choose benefits. A more transparent, less confusing way for employees to control their health and financial potential. Powered by billions of data points and machine learning, our benefits experience platform delivers personalized decision support and guidance during open enrollment, new employee onboarding, qualifying life events, and in the moments that matter all year round. This is one of the most stressful and challenging situations consumers face and we see that as an opportunity to build an innovative response that can help millions of Americans possess the control and understanding they deserve.

We are looking for a Senior Customer Support Manager who thrives in a dynamic fast-paced environment and has a background in designing an outstanding support model, leading customer support professionals and defining content/knowledge management for end users and other stakeholders in SaaS B2B or B2C. They are an excellent writer and communicator, familiar with conveying technical information in terms that are easy for customers to understand.

The Senior Customer Support Manager will work closely with Engineering and Product teams as a key part of the feedback loop on new product developments, driving further innovation. Theyll enable our users with reliable, up-to-date how-to documentation and FAQs on Nayyas innovative products. They will manage a multi-product support strategy and build scalable models to ensure customer issues are resolved promptly.

Responsibilities:

  • Define the knowledge management strategy and content for our knowledge base and maintain high quality, up-to-date, and searchable articles for our employee users, employers, and brokers.
  • Work effectively across with Engineering and Product teams to understand and document new features, products, and FAQs for our customers.
  • Build scalable self-service onboarding pathways for new brokers using our self-service configuration tool.
  • Troubleshoot customer support issues in Zendesk Support, resolving customer technical issues and identifying and triaging bugs.
  • Administer Zendesk Support & Guide to maintain best-in-class customer support KPIs on first response time, customer satisfaction, and customer effort.
  • Efficiently, reliably, and accurately configure products for new customers.
  • Hire, lead and coach seasonal and permanent staff responsible for configuring products for new customers, assisting brokers as they configure products for their customers, and troubleshooting customer support and technical issues.

Experience:

  • 4+ years people management
  • 5-7+ years in Customer Support/Technical Support + client facing roles
  • Zendesk administration experience

Preferred:

  • Salesforce experience
  • Experience with account provisioning, configuration, or data entry
  • Experience troubleshooting API integrations
  • Experience supporting B2B SaaS products
  • Experience with bentech, insure-tech, tech-enabled HR

The salary range for New York based candidates for this role is $110,000- $130,000. We use a location factor to adjust this range for candidates that are located outside of geographic region of our New York office. Placement within the salary band is determined based on experience.

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Why Join Nayya?

  • Be an early employee of a quickly growing, VC-backed start-up - grow with us!
  • Have a meaningful impact on a platform that is scaling very rapidly
  • Contribute to a values-based culture with an emphasis on empowerment and autonomy
  • Work in a highly collaborative, cross-functional environment
  • Benefits include: Competitive pay, employer-paid healthcare, stock options

Nayya is proud to be an Equal Employment Opportunity 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