Manager, Customer Support & Retention

Description

Manager, Customer Support & Retention

Moz and STAT, within the Moz Group (a subsidiary of Ziff Davis, Inc., NASDAQ : ZD), specialize in SEO data and platforms.

As a leading provider of marketing technology, Moz empowers individuals and businesses to increase their presence online and grow revenue by harnessing the power of web search.

Job Description

At Moz, the Manager, Customer Support & Retention will manage a team of Customer Support Specialists to assist our 30k+ Moz self-serve customers across our product suite (Moz Pro, Moz Local, Moz API).

The CS team is a critical customer-facing group that handles feedback, inputs, and questions on our tools from customers and offers solutions, tips & tricks that help our customers achieve their SEO goals.

This position will play an active role in identifying churn risks with customers and proactively offering solutions to reduce churn and increase customer retention.

Responsibilities

• Coach, lead and manage a team of 5 CS specialists that provide round the clock support to our customers utilizing email and live chat as primary channels
• Set up processes, templates and playbooks for the CS team to work efficiently and to provide solutions tailored to the customer’s needs
• Prioritize customer experience and retention as the key guiding principle for the CS team and develop tactics that enable the team to help move Moz towards those goals
• Work with the leadership team to define strategic direction, key goals, KPIs / metrics to target for the CS team
• Provide weekly / monthly reports on KPIs / metrics to the leadership team against the team’s goals
• Play a key role in the feedback loop back to the product team by summarizing themes and recommendations for the product roadmap from customer feedback
• Perform quarterly check-ins and semi-annual performance reviews for direct reports

Qualifications

• 5+ years of experience leading and managing a customer service / customer success team focused on customer retention, ideally in B2B Technology / SaaS environment
• Comfortable in defining and implementing customer retention strategies, creating and evolving processes / playbooks that improve key business metrics
• Expert in offering customer service through email and live chat channels. Bonus points for experience with tools like Zendesk, Salesforce, Intercom etc.
• Creative problem solving with an analytical mind and a strong bias to action
• Demonstrates strong inter-personal skills, including patience, persistence, and flexibility while leading a team of diverse individuals
• Ability to prioritize, multi-task and work competing tasks simultaneously
• Excellent written and verbal communication skills
• Intermediate understanding of SEO / SEM , content marketing or social marketing is preferred
• A high level understanding and curiosity about technology, you don’t write code, but you need to work closely with those who do

Benefits

Generous medical, dental and vision coverage

Open PTO policy with the expectation that you take at least 1 week off per quarter

10-16 weeks of fully paid parental, medical, or family leave

Company matches to retirement plans

Volunteer time off and matching donations

Stipends for home internet

Remote-friendly culture, with the option to be in office in Ottawa, Raleigh-Durham, Seattle or Vancouver.

Training through Mozzer U, reimbursement for conferences

Cereal bar, healthy (and not-so-healthy) snacks, & beverages