Stack Sports is a leading global sports technology company based in Plano, TX with offices in Denver, CO, San Diego, CA, and Atlanta, GA. With a wide variety of product offerings, Stack Sports’ technologies make the administrative side of organized sports run smoothly so parents, coaches and players can have fun and focus on their favorite sport.
The Manager of Customer Experience will lead our team of industry-leading technical support reps and team leads. He/she will provide guidance, instruction, direction and leadership to the team to drive customer satisfaction and retention. The Manager of Customer Experience will also serve as both the “Voice of the Customer” to internal departments and as the “Voice of Stack Sports” to our customers.
The main responsibilities of the Manager of CustomerExperience is:
Oversee customer success team leads that manage the technical support team in a fast-paced environment, making sure every league partner’s questions are answered thoroughly.
Works cross functionally with Support and Account Management teams in Plano, TX and San Diego, CA. Work cross functionally with multiple teams in Atlanta, GA including Account Management, Sales and Product.
Oversees the support liaison that interfaces with the product team. The liaison receives customer feedback and creates enhancement suggestions, serving as official “Voice of the Customer.” Provides detailed documentation to product team on suggested enhancements. When needed, leads QA activities of support team.
Oversee the customer success leads that optimize support processes and tools to drive maximum customer satisfaction as well as interfacing with different teams throughout the company to ensure support has a seat at the table. Leads will also ensure all customer support documentation and corresponding support website is thorough and updated to include relevant blogs and tutorial videos. Oversees customer success leads that work with representatives on check-in calls, emails for top tier level customers and overall performance against metrics.
Handles customer complaints by leading phone conversations.
Level of Education: Bachelor’s Degree
Level of Experience: 5-7 years
Specific areas of experience: Leading a team of technical support reps in a fast-paced, high volume environment; Experience using ZenDesk is preferred.