Manager, Tier 1 Client Support
Reputation, India

Reputation.com is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation.com is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation.com has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation.com's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

• We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.
• Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
• The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
• Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation.com? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Do you have a passion for customer support and driving real value for some of the world’s biggest brands? Do you like working with high quality professionals in the areas of operations, product, engineering, design and marketing? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation.com is looking for a proven Technical Support manager with these skills. Your responsibilities would be to grow and manage a team of strong customer support specialists providing world-class customer service to our clients.

• Lead a global team of front line Support specialists.
• Create processes, infrastructure, SLAs and instrumentation to lead a world-class omni-channel support team.
• Serve as an advocate for your team internally working with product, sales and customer success.
• Ensure that every client is receiving superior service within SLA.
• Provide hands-on support and assistance for client issues
• Implement and coordinate customer service support programs.
• Implement strategic action plans designed to provide continuous improvement to the customer experience.
• Provide coaching and professional development to team members to enhance their knowledge and problem solving abilities.
• Additional duties as assigned.
• Open to work in 24*7 operations hour

• 5-8 years’ experience managing a customer support omni-channel team in a SaaS Company.
• Experience using Salesforce Service Cloud and JIRA.
• Experience in establishing robust self-help channels for customers to self-serve.
• Excellent business intelligence and analytics skills
• Experience developing and implementing processes, SLA and metrics in a contact center environment.
• Extensive knowledge of computers systems and s

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