Specialty Team Tech Support Manager

About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.
We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we're growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

The Job

Simplisafe has quickly emerged as a leader in the home security space, thanks to our commitment to innovation and customer-centric solutions. Our revolutionary approach has set new standards in the industry and we're seeking individuals to join our growing Customer Experience Tech Support team in Richmond VA, to help carry out our mission to make every customer feel safe and secure in their home. As a Customer Experience Specialty Team Support Manager, you'll play a pivotal role in empowering our team of agents to deliver exceptional customer service and technical expertise via phone and chat support. You'll be responsible for overseeing all aspects of our Customer Experience Specialty Support team, including ensuring exceptional customer service and technical expertise are delivered to our valued customers while fostering a thriving team environment and upholding SimpliSafe's mission of keeping every customer feel safe and secure.

You will love this role if you have natural tendencies to:

• Empower and Develop Your Team: Build a high-performing team by creating a positive and motivating work environment, fostering continuous learning and development opportunities, and providing effective coaching and mentorship.
• Drive Operational Excellence: Analyze key performance indicators (KPIs), identify areas for improvement, and implement strategies to optimize processes, streamline workflows, and elevate team performance.
• Champion Customer Experience: Ensure adherence to SimpliSafe's high standards and customer-centric approach, fostering a culture of continuous improvement that prioritizes exceptional customer satisfaction.
• Attract, Hire & Develop Top Talent: Lead the recruitment process to identify and hire top talent, ensuring your team has the skills and expertise to deliver exceptional service.
• Build Strategic Partnerships: Collaborate effectively with cross-functional teams across the organization, fostering strong relationships and aligning initiatives with broader company goals.
• Make Data-Driven Decision: Analyze data to uncover trends and insights that inform business decisions to elevate agent performance and overall satisfaction.
• Fuel Innovation: Analyze customer interactions and collaborate with cross functional teams to identify process improvements that elevate both the customer experience and Simplisafe products.
• Grow Your Skills: Benefit from ongoing training opportunities designed to strengthen your technical knowledge and leadership potential.
• Insights to Action: Evaluate data, extract insights, and implement operational changes to drive performance improvements.
• Embrace Collaboration: Work alongside a passionate team committed to exceeding expectations and fostering a positive work environment.

What Values You'll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a "no job too small" attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What You'll Do

SimpliSafe is seeking Managers who are passionate about our people, our products, and our processes. You will be responsible for managing supervisor and agent productivity, performance metrics, efficiency, insight delivery, and the customer experience for a team of contact center agents. The ideal candidate must be resilient, willing to take strategic risks, and seek continuous learning! If you are a strong leader who enjoys coaching a team, setting expectations to drive success, and building meaningful working relationships- this is the career for you!

Primary Responsibilities Include:

• Build a high-performing team aligned with SimpliSafe's mission, fostering continuous learning and development opportunities, and providing effective coaching and mentorship.
• Monitor and analyze KPIs (FCR, AHT, CSAT, NPS, QA), identify areas for improvement, and implement strategies to streamline workflows and elevate performance for voice and digital support.
• Collaborate with key stakeholder teams (QA, WFM, Data and Analytics, Platforms and Programs) to identify and resolve customer issues. 
• Manage, review, and provide insights from various data sources and platforms to support and guide internal and cross-functional decision making/action for operational improvement 
• Oversee root cause analysis to prevent recurring issues.
• Lead the recruitment process to identify and hire top talent, ensuring your team has the skills and expertise to deliver exceptional service.
• Uphold SimpliSafe's standards, identify process improvements, and ensure adherence to company guidelines.
• Identify training needs and collaborate with trainers to ensure agents are equipped to handle all customer inquiries effectively.
• Develop your team leaders through regular performance reviews, providing clear expectations, actionable feedback and resources to manage their direct reports effectively.
• Communicate information effectively and translate the CS/Tech org's mission into actionable strategies
• Foster a culture of continuous learning and career progression for your team.

Minimum Qualifications

• 7+ years of experience in a leadership role within a customer service or contact center environment.
• Proven ability to build, motivate, and develop high-performing teams in a hybrid or remote work setting.
• Deep understanding of home security systems and the ability to explain complex technical concepts in a clear and concise manner.
• Proficiency in utilizing contact center software and tools, including CRM systems
• Excellent communication, interpersonal, and problem-solving skills.
• Strategic thinking and analytical skills with the ability to translate data insights into actionable plans.
• Strong understanding of customer service best practices and key performance indicators (KPIs).
• Exceptional talent management skills, including recruitment, onboarding, and performance management.
• Collaborative and relationship-building skills to foster effective cross-functional partnerships.
• Strong organizational skills and meticulous attention to detail.
• Adaptability and flexibility to thrive in a fast-paced, dynamic environment.

Preferred Qualifications

• 2+ years of experience with home security systems and or the broader security industry
• Experience using Sprinklr, a customer interaction management tool, or similar platforms.
• Six Sigma/Lean Certification/Knowledge

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].