Mission – Why we exist, what we do, and why we need you
SpotMe/Onomi exists to make critical industries and event engagement work better. We give event teams one solution to run their in-person and virtual engagements while capturing every interaction in their CRM. By making events easier to manage and measure, we help create better experiences for customers and employees, at a lower cost. Our solution turns events into meaningful connections that drive results for HR, L&D and sales & marketing.
The Customer Support Manager role is a pivotal position in our team, reporting directly to the VP of Professional Services. This position is the ideal role for a hands-on customer support leader passionate about customer service excellence and technical support. We have positioned customer support as a core asset of the company and key differentiator in the event technology market. Leading the customer support team on a 24/7 follow the sun model, you will foster a culture of customer service excellence and customer support process efficiency.
This is a hands on leadership position, which includes growing, managing and maintaining a high-performance team of Customer Support Specialists through effective hiring, leadership, training and coaching (30%), monitoring and reporting on team activity, customer satisfaction and respect of SLA (20%), customer support process development and improvement (30%), and making direct hands-on contribution to resolving complex and high-priority customer issues (20%).
Objectives - The problems you will solve
In your first 3 months, you will onboard, know the team and start leading the team meetings and 1-to-1s, get hands-on with our product by getting certified with our SpotMe Academy, get familiar with our set processes and documentation, get an understanding of the live chat and the ticketing systems. You will also meet our product and engineering leaders/teams and understand objective interlock.
After 6 months, you will independently lead the team meetings, become an expert with the product and our support processes, you will provide on-the-fly/live feedback (during live chat) and after the event feedback to the team individuals (chat and tickets reviews). You will also lead the escalation process from the customer support team and provide coaching and mentorship to the assigned rep. Your assessment of the team will lead to a new team structure proposal.
After 12 months, you will revisit all customer support processes and propose improvements to increase the maximum number of chats handling per rep by 15%. Train and coach the team on customer service techniques, new processes, new engineering/product initiatives, and on selective product features/modules to improve the team knowledge (monthly training cadence scheduled with a pre-approved annual plan). You will become the customer support reference at SpotMe, internally and externally for our customers.
SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Top Skills
What We Do
SpotMe is the event management platform for B2B marketers. With over 2 million users and 400+ customers, G2 and Forrester say we are one of the key contenders in the space. Brands like SAP, Pfizer, and KPMG use SpotMe to drive demand, build connections and grow revenue. Our software powers virtual events, webinars, and hybrid meetings with apps, video, attendee engagement, and analytics.
Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels a deep pride in the work they do, a team that cares for each other, and a team that always chooses to play the next game.
Why Work With Us
We have a hiring bias: we are looking for people who are curious and have grit. These are two core values that we are very deliberate about when we bring new talents on board. And when your entire team has curiosity and grit, everything flows from there.
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