MidMarket Customer Success Manager, North Central & Northwest
•Abnormal· 11h
🎧 Support⏰ Full-time🎯 Lead / Principal💰 $119k-140k🇺🇸 USA
11h ago
Deliverect·about 1 month ago
The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.
As the Customer Experience Team Lead in the CX department, you will champion our customer-first culture by leading and developing a high-performing support team through a period of exciting regional growth. You will play a pivotal role in optimizing local support workflows and collaborating with global stakeholders to ensure our SMB and enterprise clients receive unparalleled technical assistance. This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home.
Global Team Leadership & Talent Management (~30%): Manage, coach, and develop a global team of 6–12 frontline and enterprise support agents, hosting daily check-ins and one-on-one meetings to guide professional growth, career progression, recruitment, and talent retention.
Operational Excellence & KPI Management (~25%): Oversee daily support hub operations, utilizing data analysis tools to monitor key metrics (such as response time, resolution rates, and CSAT) to ensure strict adherence to established SLAs and optimize regional performance.
Technical Escalations & Problem Solving (~20%): Take ownership of complex technical support escalations, utilizing advanced troubleshooting to resolve high-priority issues across SMB, Mid-Market, and Enterprise customer segments.
Stakeholder Collaboration & Advocacy (~15%): Partner closely with internal Product, Engineering, and Sales teams to communicate real-world support insights, align on internal procedures, and resolve cross-departmental technical challenges.
Process Optimization & Project Management (~10%): Evaluate support workflows continuously to identify systemic inefficiencies, driving customer experience initiatives such as launching new tooling, refining onboarding processes, and upgrading internal documentation.
2+ years of experience in a technical support team lead role or a comparable leadership capacity within a fast-paced environment.
Deep knowledge of SaaS environments, preferably within the hospitality or food tech industries, with a strong understanding of restaurant software, POS integrations, and delivery service partners.
Hands-on technical proficiency with data observation and API tools, specifically Grafana, Bruno/Postman, BigQuery, and Looker.
An entry-level certification in the Python programming language, or equivalent work experience.
Proven capability to translate complex KPI performance data and metrics into actionable support workflows and operational enhancements.
Strong communication, negotiation, and cross-functional collaboration skills, with an ability to influence internal product stakeholders and advocate for customer needs.
Native or professional fluency in English, enabling effective support for a diverse global customer base and cross-regional internal teams.
Exceptional technical troubleshooting abilities paired with a high degree of empathy when managing complex client escalations.