Customer Support Manager
About Whop
Whop is on a mission to create a new paradigm of the internet – where connection, consumption, creation and commerce can happen all in one place. People come to Whop every month, from nearly every country, to learn new things, meet new people, and elevate their daily lives.
Less than 3 years into our existence, we have enabled tens of thousands of creators to earn nearly $315M by selling access to increasingly diverse digital offerings. Our apps infrastructure allows anyone to build a digital experience, and our marketplace offers creators a sleek storefront that can accept payments, seamlessly deliver digital products, and attract new customers.
We envision a future in which everyone is an internet entrepreneur. Join us in making that future a reality.
About the role
Title: Customer Support Manager
✅ Salary: $60,000, and a competitive equity package
❤️ Unlimited PTO, Health, Vision, and Dental coverage
📍 Remote: This role can work in any location that allows for working hours between 11:00 am and 7:00 pm EST Mon-Sat.
What does the role look like?
You’ll be joining Whop as a Customer Support Manager, reporting to the Head of Customer Support. The Customer Support Manager will Build and Lead a team of remote Customer Support Specialists spread across the globe, providing a world class customer experience to customers who buy and sell on the Whop platform. You will level up your team of CSRs by tracking their productivity and quality, providing feedback, and coaching them to meet and exceed the company and department goals. The Customer Support manager will partner with the Head of Customer Support to find ways to empower the CSR team by facilitating trainings and knowledge sharing to ensure that they are informed about product innovations.
In an effort to create an amazing customer experience, the Customer Support Manager will collaborate with fellow Support Managers to craft best-in-class Support practices, ensure consistency across teams, and create absolutely phenomenal experiences for our customers. You will also own ad-hoc projects that expand the scope and impact of the Customer Support team.
A successful Customer Support Manager at Whop will process team requests, answer questions, and work to convert negative user experiences into positive ones.
Your first 90 days will look like the following:
- Within 30 days, you will understand our product, our customer needs, our internal processes, team dynamics, and will have established rapport with the Customer Support team
- Within 60 days, you will have implemented feedback mechanisms, collaborated with fellow Support Managers to craft best-in-class support practices, and initiated process improvements that result in an enhanced customer experience and operational efficiency.
- Within 90 days, you will fully lead a high-performing Customer Support team, you will have developed comprehensive training programs, and contributed to long-term strategic planning contributing to Whop's support as a benchmark for excellence in the industry.
Who you are
- Experienced SaaS Leader. You’ve supported a SaaS product and have achieved aggressive goals with high-performing teams of 10+ CSRs.
- E-commerce knowledge or experience. You have a deep understanding of e-commerce.
- Flourishes in a Startup Environment. You see a massive to-do list as opportunity for impact. You love challenges and can pivot as needed. You learn quickly, autonomously identify priorities, and execute efficiently.
- Analytical and Strategic. You are capable of both thinking strategically and rolling up your sleeves to get down into the details.
- Problem Solver. You find creative solutions to complex problems.
- Polished Communicator. You are the best communicator you know, with exceptional written and verbal communication skills.
What you will be doing
- Manage a team of Customer Support Representatives in supporting Whop customers and creators.
- Train new CSRs on your team and make sure they are informed and up to date with all changes to the product and are providing high-quality customer interactions.
- Seek out negative customer experiences and work hard to convert to into positive experience advocates
- Support the CSRs with coverage in Billing concerns, Bug Reports, Security Issues, and interdepartmental communication.
- Collaborate closely with other Support Managers to share best practices, ensure consistency across teams, and learn from each other.
- Help surface customer-centric data to Head of Support to be shared and leveraged across Product, Development, and Marketing teams.
- Work with other Support Managers to establish and manage shift schedules to provide the required coverage around vacations, holidays, and other events that may interrupt coverage.
- Provide extra coverage in the ticket queue during busy times, to cover vacations, and to help with more complex tickets.
- Additional ad-hoc duties as necessary to support the company
Qualifications
- 2+ years experience in managing a remote team within a SaaS environment.
- 2+ years of your own customer support experience
- Ability to meet and exceed targets through performance management & coachin
- Strong understanding of e-commerce principles and practices.
- Excellent verbal and written communication skills
- Strategic thinking skills, with a track record of implementing creative solutions to complex problems.
Nice to have
- Previous experience in a remote work environment or managing remote teams.
- Familiarity with customer support tools and technologies (Slack, Intercom, Linear, Contentful, etc.)
- Experience in developing and delivering training programs for customer support teams.
- Previous involvement in cross-functional collaboration, particularly with product, development, and marketing teams.
- Strong leadership and motivational skills, with the ability to inspire and empower team members to achieve their full potential.