Customer Support Manager

Customer Support Manager

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company's three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles. The Spectacles team is pushing the boundaries of technology to bring people closer together in the real world. Our fifth-generation Spectacles, powered by Snap OS, showcase how standalone, see-through AR glasses make playing, learning, and working better together.

We're looking for a Customer Support Manager to join the Spectacles team at Snap Inc!

What You'll Do:

+ Deliver world-class customer support for Spectacles customers.

+ Mentor and support Spectacles Support Specialists (agents) delivering omni-channel customer support.

+ Review customer escalations and work with Legal/ other functions to resolve.

+ Review team members' performance, and provide feedback and training to help improve the quality of reviews.

+ Liaise with our in-region logistics partners for deliveries/reverse logistics.

+ Assess processes and identify inefficiencies to improve your team's workflow.

+ Drive improvements and implement new workflows working cross-functionally with IT/Legal/Marketing.

+ Serve as a consultative partner on Spectacles customer journeys and the impacts of new initiatives.

+ Program manage delivery of new customer support enhancements.

Knowledge, Skills & Abilities:

+ An understanding of what makes for good customer experiences and a passion for support.

+ Call center/contact center experience.

+ Ability to work efficiently in a self-directed environment and balance multiple workflows.

+ Excellent written and verbal communication skills.

+ Experience working with remote teams and 3rd party resource providers.

+ Effective communication and collaboration skills 360.

+ Ability to analyze, organize and prioritize work while meeting multiple deadlines.

+ Experience writing process flows and customer support copy.

+ Passionate about new technologies and their applications.

+ Proven program management and delivery experience.

Minimum Qualifications:

+ Bachelor's degree or equivalent work experience.

+ 3+ years of relevant work experience, 1+ year management experience leading others.

+ Experience with Zendesk and Jira (or similar ticket managing tools).

+ Excellent with data, with advanced Excel skills.

Preferred Qualifications:

+ Language capabilities (Arabic/French) an advantage.

+ Occasional travel required.

If you have a disability or special need that requires accommodation, please don't be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a "default together" approach and expect our team members to work in an office 4+ days per week.

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.