Customer Support Manager

Mission – Why we exist, what we do, and why we need you

SpotMe/Onomi exists to make pharma and event engagement work better. We give life sciences 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 pharma create better experiences for healthcare professionals, at a lower cost. Our solution turns complex congress engagements, webinars, standalone meetings, advisory boards and field-led meetings into meaningful connections that drive results for commercial and medical teams.

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. In particular you will achieve the following:

• Audit support KPI’s to determine and benchmark first response times, resolution time  and CSAT per agent
• Deliver 1-2 quick process or performance wins e.g. improving triage process to reduce deflection rate by 15%
• Set clear KPI targets for the team based on your audit insights

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. You will also achieve the following:

• Roll out a QA framework and 1:1 agent review process
• Perform an operational audit to identify and close gaps in ticket handling and escalation process with fully documented SOPs
• Introduce performance scorecard for agents and related training

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 and you will:

• Define the future team structure with Tier 1 and Tier 2 specialization with regional 24x7 coverage
• Define path and implement automated or AI-assisted support options to improve support level; including first touch resolution rates, ticket deflection to Engineering

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.