FieldPulse is a dynamic, growing team building modern applications to help small home service businesses—such as plumbers, electricians, HVAC professionals, and specialty contractors—organize and run their operations efficiently. We’re committed to providing exceptional customer experiences and growing a team that embodies the spirit of innovation and teamwork.
FieldPulse is seeking a proactive and experienced Customer Support Manager to join our Customer Success team. This role will report directly to our Technical Customer Support Manager and will be instrumental in developing, scaling, and optimizing our support processes across chat, phone, and email channels. As the Customer Support Manager, you will drive initiatives that enhance our customer support operations, while mentoring and coaching our team to ensure they can effectively manage support queries and provide solutions. You’ll also serve as a critical escalation point for customer issues, ensuring swift and high-quality resolutions. This position requires someone with experience in building support processes, leading teams, and ideally a background in high-growth or startup environments.
Where You'll Work:
- Full-time, in-office at our headquarters in Dallas, TX.
- You’ll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.
What You'll Do:
- Process Development & Optimization: Create and refine processes that improve our customer support across all channels (chat, phone, email). Continuously assess and implement ways to scale and streamline workflows.
- Escalation Management: Act as the primary escalation point for complex customer issues and complaints, ensuring a resolution with the utmost urgency and satisfaction.
- Team Leadership & Coaching: Lead and manage an offshore support team by offering regular coaching and feedback sessions to foster professional development and performance improvement.
- Collaboration with Technical Support: Work closely with the Technical Customer Support Manager to ensure alignment between technical solutions and customer support strategies.
- Data-Driven Decision Making: Use support metrics, customer feedback, and team performance data to identify trends, optimize support workflows, and continuously improve service levels.
- Cross-Functional Collaboration: Collaborate with sales, product, and engineering teams to ensure that customer issues are being addressed and to provide feedback on product enhancements.
- Recruitment & Onboarding: Assist in hiring, training, and onboarding new customer support team members.
- Tool & Technology Management: Optimize and integrate support tools to improve team efficiency and customer experience.
- Knowledge Base Development: Contribute to the development of knowledge base articles and self-service resources to empower customers to solve issues independently.
- Customer Refunds: Manage customer refunds and serve as an escalation point when financial matters arise.
What We’re Looking For:
- 3-5 years of experience in customer support or customer success roles, preferably in a SaaS environment.
- 2+ years of experience managing a customer support team, with demonstrated success in leading remote or offshore teams.
- Strong knowledge of B2C customer support methodologies, including best practices for multi-channel communication (chat, email, phone).
- Hands-on experience with support tools such as Aircall and Service Cloud.
- Excellent communication and interpersonal skills, with the ability to build rapport quickly with customers and team members.
- Proven ability to coach, mentor, and develop team members, helping them succeed in high-pressure environments.
- Strong analytical skills, with the ability to assess support data and make data-driven decisions.
- Experience implementing and optimizing support processes for operational efficiency.
- Familiarity with AI technologies and their potential applications in enhancing customer support operations.
- A Bachelor's degree in Business Administration, Customer Service Management, or a related field (or equivalent work experience).
Preferred Qualifications:
- Experience in a high-growth SaaS company or startup environment, with the ability to navigate ambiguity and adapt to changing demands.
- Knowledge of the home services industry and an understanding of the unique needs of service-based businesses.
- Experience with Salesforce or similar CRM platforms.
- Experience using NPS and other customer satisfaction metrics to drive service improvements.
What We Offer:
- Covered Medical Insurance
- Dental & Vision Benefits
- Paid Paternity Leave
- Fun, fast-paced startup culture- you’ll be able to work on projects that make a huge impact
- Catered Lunches Monday-Friday
- Class Pass, Netflix, HBO, Hulu, and Peloton subscriptions
- 401k
- Transparent career growth, professional development, and promotional opportunities