Senior Manager of Customer Support

Location: San Francisco

AllTrails | $100,000 - $130,000

Steph's Notes:

Given the listed duties and that this position reports to the VP of Operations and will collaborate closely with senior leadership, it really needs to be more senior than a Senior Manager (I'm thinking at least a Director of Support, if not Head of).

As a result of the misalignment between duties/seniority and title, the salary for this position feels a little low.

If not for the above, I'd have put this job in Green Means Go -- the description is otherwise thoughtfully written, the Careers page is informative, and the benefits are excellent.

Actually, just took a look at the application and saw that it asks for an applicant's current location and current company, both of which are unnecessary info that they could probably just get from your resume anyway. Don't love that.

Original Job Description: Senior Manager of Customer Support

About AllTrails 

AllTrails is the most trusted and used outdoors platform in the world. We help people explore the outdoors with hand-curated trail maps along with photos, reviews, and user recordings crowdsourced from our community of millions of registered hikers, mountain bikers, and trail runners in 150 countries. AllTrails is frequently ranked as a top-5 Health & Fitness app, and we were Apple’s 2023 iPhone App of the Year!

We are seeking a Senior Manager of Customer Support. In this role, you will manage a team of agents, use technology and processes to solve customer pain points, and help enhance the quality of our product. You will identify and mitigate risks, monitor and improve key performance indicators, and communicate clearly with cross-functional and executive stakeholders. You'll also collaborate closely with Product, Engineering, Marketing, Analytics, and Data Operations, and will report to the VP of Operations.

Every day, we solve incredibly hard problems so that we can get more people outside having healthy, authentic experiences and a deeper appreciation of the outdoors. Join us!  

What You’ll Be Doing:

• Delivering an exceptional customer experience to our global community of 60M outdoor enthusiasts
• Leading a team of in-house agents to deliver core customer support and managing an external contractor team that provides additional flex support
• Adopting and implementing innovative technologies such as generative AI to enable a better self-service digital experience and maintain a high-quality and low-friction customer experience
• Analyzing data and reports to identify major themes early and create solutions that help solve customers' pain points 
• Measuring, tracking, and communicating key performance metrics such as SLAs and CSAT to measure the success of our customer support program
• Fostering a culture of compassion and high performance that reflects our core values

Requirements:

• 5-10 years of experience in a customer support function or in a function related to customer support, with 4+ years of people management experience
• Experience using Zendesk or comparable ticketing systems to help customers, identify insights, measure performance, calculate ROI, and form recommendations
• Experience scaling programs across countries and implementing and improving multi-language support
• Experience collaborating closely with Senior Leadership as key stakeholders and providing clear and consistent updates through meetings and reports that drive measurable business outcomes 

Bonus Points:

• Startup experience or experience working at a company that has scaled quickly
• Passion for the outdoors

$100,000 - $130,000 a year

A successful candidate’s starting salary will be determined based on various factors such as skills, experience, training and credentials, as well as other business purposes or needs.  It is not typical for a candidate to be hired at or near the top of the range of their role and compensation decisions are dependent on the factors and circumstances of each case. AllTrails participates in the E-Verify program for all remote locations.

Nature celebrates you just the way you are and so do we! At AllTrails we’re passionate about nurturing an inclusive workplace that values diversity. It’s no secret that companies that are diverse in background, age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be more successful. We’re focused on creating an environment where everyone can do their best work and thrive.