Sr. Support Manager
Sr. Support Manager
Canopy, Draper UT
About Us
Canopy is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry.
Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.
Click here to see why our clients love Canopy.
Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!
The Opportunity
We are looking for a motivated Sr. Support Manager to join our Customer Success department. As a Sr. Manager, not only will you be ensuring a great support experience for our customers, but you will also lead our team of Support & Escalation Specialists at Canopy.
We have earned a reputation for fast, friendly and efficient customer support. Through earnest desire to learn and progress, you will build upon this reputation. You will think critically to help to create new pathways for our customers, outline solutions, and form the foundation of a rapidly-growing company and team.
This position can be fully remote (NC, FL, OH, UT, TX) or hybrid in Draper, Utah (M, W, F in-office).
What You’ll Do:
- Manage the Support Team’s day-to-day functions
- Provide feedback, coaching, & development support to your team
- Recruit & interview dedicated support specialists as needed
- Oversee & implement new Support process to enhance customer satisfaction
- Inform your team of all new product features, developments, etc.
- Ensure a world-class customer support experience
- Use data to inform & drive decisions
- Exemplify our values: Own, Win, Do Good, & Embrace Curiosity & Candor
What We’re Looking For:
- 2-3 years of experience managing a team in an operational CS environment
- 4-5 years of experience in Customer Support, Escalations, Customer enablement, or Customer Education preferably in the SaaS space
- Bachelor’s Degree in Business, Education, Design, or related field
- Excellent communication skills
- Lead by example, with candor & transparency
We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.
Bonus Points If You Are:
- An Excel Guru
- Experienced in Salesforce
Canopy currently hires in the following states:
- North Carolina
- Florida
- Ohio
- Utah
- Texas
Why You Want to Work Here:
🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays!
❤️🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.
💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.
🧠 Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.
➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
🌟 Motivosity - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!
🥳 Company Events - including monthly company-wide meetings, summer parties, and more.
💡 DEIB Committee - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.
☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.
Our Values:
We approach our work every day with a few things in mind:
🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.
🏆 Win - we win by delighting our customers with the very best products and services.
👍 Do Good - we work hard to be good people!
💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.
To learn more about us & our values, click here.
Interviewing @ Canopy:
We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:
- Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit!
- 20 minute phone call with the People Team
- 45-60 minute video or in-person interview with the Hiring Manager
- 1-3 rounds of interviews depending on the role
- Final Interview
Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call.
Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end!
Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.