Senior Manager, Support Experience

Reforge Inc - San Francisco, California or Remote - Full time

ABOUT THIS ROLE

The best products and companies are built with the customer experience first. It's easy to talk about customers; making true customer-centricity a reality is much more interesting.

Reforge is hiring a Senior Lead, Support Experience to join our team. Reporting to the Head of Program Operations, this position will play a pivotal role in helping Reforge deliver an exceptional participant experience from end-to-end.

It will be your job to help us design a great customer experience — at Reforge, this challenge is unique. Our customers are the leading practitioners in the tech world. Employees from Google, Github, Reddit, Airbnb, and more look to us to provide in-depth organized insights that accelerate their careers. They are incredibly motivated learners who are looking for a cutting-edge experience from the product, the content, and their interactions with Reforge.

You will help make that a reality, all the while helping Reforge maintain the focus on the customer experience that's so crucial to our future success. We want to elevate our customers to ensure that the journey between application, admission, live programs, and membership feels seamless. We want all parts of the experience to match the level of quality our community has come to know and love from Reforge.

WHO YOU'LL WORK WITH

  • You'll be a founding member of our cross-functional Program Operations team, which brings together product, marketing, customer experience and support.
  • You'll work closely with across our product, eng, and design teams on building a world-class product experience.
  • World-class practitioners - our programs are application only and very selective. They attract top performers from the world's leading tech companies. Your job will be to study their challenges and opportunities to create an amazing customer experience.

WHAT YOU'LL DO

  • Oversee the development and management of our support systems that consistently provide our participants with a high-quality experience
    • Measure and monitor Customer Support KPIs and metrics to achieve and exceed established SLAs, track team goals and drive operational efficiency
    • Accountable for driving improvements in enrollment growth, team productivity, team quality and optimization of prospective student satisfaction
    • Generate and analyze reporting, dashboards, and regular status updated on team performance and efficiency, including capacity planning and hiring to improve accuracy in forecasts and to drive performance
    • Serve as subject matter expert relating to the support function including the tools and technology used
  • Manage a team of support agents and contractors that work together to provide timely and informative communication with our customers.
  • Consistently communicate actionable insights back to Program Operations and the rest of the organization about how to improve the customer experience and the product
  • Partner with cross-functional stakeholders to design, launch, and optimize programs based on your recommendations
  • Collaborate and partner on training and development sessions with the Director for Student Success

WHAT WE ARE LOOKING FOR

We are looking for an experienced support leader who is passionate about the customer experience and working cross-functionally to drive continuous improvement in our support offerings. You are energized by the opportunity to build a program from the ground up, crafting the systems, processes, and team needed to create and sustain our community. You're ready to work autonomously to drive impact and representing the customer to the rest of the organization. You love data and get excited about driving storytelling using what you know from the numbers. You are intensely customer-centric and apply that lens to every operational decision. You understand how to operate in fast-moving and ambiguous environments and have a scrappy, do-what-it-takes approach.

The types of qualities we're looking for:

  • You have a passion for our mission for people to do the best work of their careers.
  • You are interested in working in a dynamic environment where customers, product, and experiences come together. The best candidate will have experience building a community-centric product.
  • 5+ years of experience, with a track record of excellence in delivering measurable improvement to business performance through enhancing the customer experience
  • 3+ years of people management, preferably of support agents, contractors, and remote employees
  • Experience in organizing, planning, and executing work from the envisioning stage through implementation, involving numerous stakeholders
  • You can share examples of
    • Experience building outstanding relationships cross-functionally
    • Experience of taking programs from zero-to-one based on customer insights
    • Experience of making the customer experience more efficient and effective
    • Experience driving data-driven insights across an organization

Consider this our wish-list. We know there will be great candidates that don't meet every one of these criteria—if you're passionate about creating an excellent support program and feel that your experience prepares you to do that, we'd love to hear from you.

BENEFITS

The internal mission of Reforge is to create an environment where you create the best work of your career. In order to do that we offer:

  • Flexible/Distributed Work Environment - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We've been a distributed team since before COVID and are comfortable operating in this environment.
  • Professional Development - We focus on a culture of learning. We offer full financial reimbursement for almost all professional development interests and efforts.
  • Benefits - We offer top rated health, vision, and dental insurance. We cover 100% of monthly premiums for employees, and 70% for dependents.
  • Salary + Equity - We offer highly competitive salary and equity inline with top tier technology companies.
  • Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.

Our commitment to diversity and inclusion: We deeply value creating a team with different perspectives, educational backgrounds, and life experiences, and we prioritize diversity within our team. We encourage people from underrepresented backgrounds to apply.

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Role

Customer Implementation / Customer Success

Experience Level

Senior Level

Reforge Inc

Our mission is to help motivated tech practitioners do the best work of their careers. We enable our participants to drive real results, increase their impact, and lead with confidence. 

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