Remote Client Services Manager

Company Overview:
Help Scout is a leading player in the Remote Customer Support industry, dedicated to providing exceptional support solutions to businesses worldwide. With a strong emphasis on remote work culture, Help Scout offers employees the opportunity to work from anywhere in the USA, fostering a diverse and inclusive team environment.

Position Summary:
As a Remote Client Services Manager at Help Scout, you will play a pivotal role in managing client relationships and ensuring the delivery of top-notch support services. You will be responsible for overseeing a team of client services representatives, driving customer satisfaction, and contributing to the continuous improvement of our support processes.

Key Responsibilities:
- Manage and mentor a team of client services representatives to deliver exceptional support to Help Scout's customers.
- Develop and maintain strong client relationships through effective communication and problem-solving.
- Collaborate with cross-functional teams to address customer needs and escalations in a timely manner.
- Analyze support metrics and trends to identify areas for improvement and implement solutions.
- Drive initiatives to enhance the overall customer experience and satisfaction levels.

Required Qualifications:
- Proven experience in a client services or customer support management role.
- Strong communication and interpersonal skills to effectively engage with clients and team members remotely.
- Ability to thrive in a fast-paced, remote work environment and manage multiple priorities.
- Demonstrated leadership abilities to motivate and develop a remote team effectively.

Technical Requirements:
- Dedicated home office setup conducive to remote work.
- High-speed internet connection to support virtual collaboration.
- Comfortable working within the Eastern or Central time zones for team alignment.

Desired Skills:
- Experience using remote team collaboration tools such as Slack, Zoom, and Help Scout.
- Strong problem-solving abilities and a customer-centric mindset.
- Proven track record of driving customer success and satisfaction remotely.

Compensation & Benefits:
Help Scout offers a competitive annual salary range of $70,000 - $90,000 for the Remote Client Services Manager position, commensurate with experience. In addition, employees enjoy benefits such as a home office stipend or equipment provision, flexible working hours, virtual onboarding processes, and virtual team building activities. Occasional travel requirements may be necessary for team meetups.

How to Apply:
To apply for the Remote Client Services Manager role at Help Scout, please submit your resume and a cover letter highlighting your relevant experience and remote work capabilities. We look forward to reviewing your application and potentially welcoming you to our remote team at Help Scout.