Original listing text, shown exactly as published by the company.
What you’ll do
- Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square
- Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals
- Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team
- Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along
- Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes
- Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc)
- Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues
- Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience
- Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality
Qualifications
- 2+ years of management experience with a demonstrated track record of leading teams through meaningful change
- Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success
- Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square’s products and customers for the team
- Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into an high team engagement
- Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement
- Excellent communicator with strong interpersonal skills
- Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage
CompensationCompensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $94,000 - $117,500 USD. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable.
