Customer Support Manager

Location: Richmond, VA (not remote) is transforming the way people buy and sell high­ quality custom apparel. We have an amazing opportunity for an experienced professional to join our fast-growing platform and help us grow even faster and most importantly, make our customers love us.

As our Customer Support Manager, you’ll be a critical member of our Richmond-based team and will play a key role in the happiness of our customers thus directly impacting revenue growth.

What You’ll Do:

  • Manage the full range of customer support activities that includes: onboarding, training, support, cross-sell & upsell, and customer advocacy
  • Assist in defining and optimizing our customer service approach
  • Maintain a high level of customer engagement and satisfaction with a focus on making every customer love Bonfire
  • Hire and train the best customer support team on the planet
  • Create a company-wide culture of customer success and customer feedback loop
  • Align with executive team around key customer success metrics and objectives

What We’re Looking For:

  • 2+ years experience in leading customer-success teams, with a strong focus on implementing process and managing a team(s)
  • Strong empathy for customer advocacy and passion for revenue and growth
  • Proven ability to manage influence through persuasion, negotiation, and consensus building
  • Analytical mindset with a deep understanding of value drivers in two-sided marketplace sales and service
  • Technically savvy with experience in research and implementation of company-wide customer communications platforms (ex. ZenDesk, Intercom, Desk)
  • Experience with implementing chat and phone based customer service
  • Excellent communication and presentation skills and well-poised under pressure
  • History and track record of continuous learning and improvement

You’re in good company (with a good company). We offer:

  • Competitive compensation
  • Unlimited PTO/vacation
  • Excellent insurance benefits
  • Apple devices, and more
  • A positively amazing workplace culture with lots of happy hours, group trips, lunchtime games – as well as plenty of free apparel, snacks and perks
  • An environment to grow your skills, learn new technologies and tools, and to challenge yourself (and have a lot of fun doing so)
  • The chance to make a real impact in the company’s growth and history
  • An opportunity to help make a difference in thousands of people’s lives

Does this sound like you? If so, we’d love to hear from you. Click the link below to apply: