Manager, Customer Support

Posted Oct 20

We’re on a mission to empower innovation through a culture of collaboration by providing teams the means and methods to turn ideas and insights into reality.

Founded in 2011, Mural is a leading innovator in visual collaboration for hybrid, remote, and distributed teams. We believe in what we build, and our team of more than 400 “Muralistas” around the world collaborate in the Mural® app. Our values guide our intentionally inclusive product and culture, which includes collaboration design education and a flexible monthly stipend for learning, wellness, and coworking.

Mural has raised $200M to date and is growing rapidly to fulfill our mission. The company is trusted by 95% of the Fortune 100, including innovative teams at IBM, Intuit, GitLab, Microsoft, and Atlassian.

YOUR MISSION

As a Philippines based Manager, Customer Support you will manage a team of Customer Support Representatives, with the goal of ensuring our customers are satisfied at all times. You will be a role model for the team and will lead by example. In addition, you will be responsible for monitoring and reporting on the quality of customer care within your team.

WHAT YOU'LL DO

  • Supervise your multinational team of Customer Support Representatives and Lead Customer Support Representatives
  • Recruit and train new team members
  • Set challenging customer satisfaction goals and work with your team to meet them on a consistent basis
  • Work with the Customer Support management team to ensure 24x7 coverage
  • Manage and respond to customer ticket escalations
  • Understand our customers and become their advocate within the company
  • Educate and instruct customers through email, chat, phone call and video
  • Assist the Customer Success team with managing their accounts as needed
  • Collaborate with the Product team on how to improve the product
  • Partner with Customer Success and Community on education programs
  • Participate in the design of call and ticket monitoring formats including quality standards
  • Use quality monitoring data to compile and track performance at both team and individual level

WHAT YOU'LL BRING

  • 2+ years experience managing a customer support team (team size: 5+)
  • 5+ years experience in software customer support (ideally B2B)
  • Experience working in a distributed global team
  • Fluency in spoken and written English (additional languages are a plus)
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • The ability to provide clear and concise guidance through emails, over the phone, video or in-person
  • Ability to translate your skills and experience to others within your team
  • The curiosity to find new, better ways to solve problems
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Practical experience in creative disciplines such as design thinking
  • Experience creating documents and content
  • Knowledge of design thinking and/or other design and visual thinking techniques
  • A strong passion to help teams succeed, and empathy with users

Equal Opportunity 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.