About Tekmetric
Tekmetric is a cloud-based auto-repair shop management system with an easy-to-use workflow and a modern approach to customer care. Tekmetric champions transparency, integrity, innovation—and above all—a service-mentality that puts customers first.
Founded in Houston, Texas in 2015, Tekmetric has been providing reliable, fast customer service to shops from day one. Our team is growing quickly, but our service philosophy of listening to customers still remains a core value.
We’re looking for hungry candidates to help us strengthen our industry-leading team. We’re building our software to be more intuitive. We’re building more integrations that make our customers’ lives easier. We’re building better internal processes to make our globally distributed organization run more smoothly. We’re building stronger relationships with the best and brightest partners in our industry.
Our customers love our products. We love serving them. And we love the journey we’re on together.
Come build with us!
What You’ll Do
In this role, you lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including NPS, renewal rates, and response times).
You will be responsible for:
- Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
- Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
- Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources.
- Manage critical customer escalations to successful outcomes that enable credible referenceability and build trusted customer relationships.
- Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer.
- Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings.
- Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
- Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved
What You’ll Bring
You are a proven, empathetic and dynamic leader that motives those around you. You will combine business acumen, executive presence and exceptional leadership skills, and a pursuit of quality and delivery excellence. You enjoy a fast paced environment where technology change and innovation are constant.
- 5+ years of experience in a leadership role overseeing customer support, preferably in a Saas environment.
- Expertise in customer service operations, processes, and infrastructure in support.
- Prior success implementing the process infrastructure that supports repeatable and scalable growth
- Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
- Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction.
- Experience successfully recruiting, building and training world class teams.
- Excellent collaboration skills and team focus.
- Clear understanding of core drivers of Customer Success.
Who You Are
Successful candidates will also demonstrate many of the characteristics that our core values represent:
- Build things that matter:
- You have a love of building something new or improving on current processes and care about making a positive difference.
- We’re all entrepreneurs:
- You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
- Yes before no:
- You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
- We matter to each other:
- You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.
What We Offer:
Healthcare Insurance and Leave:
- Flexible and remote work opportunities
- Generous PTO
- Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
- Excellent Medical, Dental, Vision and Prescription Drug Coverage
Financial Benefits:
- 401(k) Retirement Savings Plan with a 6% Match
- Employer covered STD, LTD, Life and AD&D Insurance Programs
- Up to $60 monthly for wellness expenses and activities
- Education Assistance- includes undergraduate/graduate courses and continuing education
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
