PadSplit is looking for a Manager, Member Support to oversee and enhance the support experience for our members. You will play a pivotal role in shaping a team dedicated to solving member challenges and fostering a positive community environment.
What You'll Do
- Lead the Member Support team, setting clear goals and performance standards.
- Own end-to-end support operations, including ticket management and quality assurance.
- Analyze support data to identify trends and drive process improvements.
- Develop and implement training programs to elevate team skills and knowledge.
- Collaborate cross-functionally to resolve complex member issues and improve the product.
What We're Looking For
- 5+ years of experience in customer or member support, with 2+ years in a direct leadership role.
- Proven track record of managing a support team and improving KPIs like CSAT and resolution time.
- Strong analytical skills to interpret support metrics and guide strategy.
- Excellent verbal and written communication skills.
- A customer-centric mindset with a passion for problem-solving and service excellence.
PadSplit is an equal opportunity employer.
