Senior Manager, Customer Support – APAC Job Vacancy in ActiveCampaign Sydney NSW – Updated today

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Full Details :
Company Name : ActiveCampaign
Location : Sydney NSW
Position :

Job Description : About ActiveCampaign:
ActiveCampaign’s category-defining Customer Experience Automation Platform (CXA) helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation and CRM for powerful segmentation and personalization across social, email, messaging, chat and text. Over 100,000 of ActiveCampaign’s customers use its 850+ integrations including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization on G2.com and is the Top Rated Email Marketing Software on TrustRadius. Pricing starts at just $9/month. Start a free trial at ActiveCampaign.com
As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions.
The Senior Manager of Customer Support is responsible for the strategic leadership and ongoing tactical execution of the Customer Support Team in their region as a key member of the Support leadership team. This role partners with the Global Director on strategic project planning and execution. Overall this role is key to driving and delivering world-class client experiences supporting a rapidly-evolving and fast-scaling Support environment and a complex SaaS product business.
What your day could consist of:
Helping build a world-class support organization for our global hubs.
Develop a high performing team through coaching and mentoring, by providing proactive feedback to Customer Support Managers to ensure high quality results in relation to defined metrics.
Ensure the regional teams remain consistent with the department’s overall vision and operation cadence
Identify, develop, and support leaders and high performing team members
Building process through a commitment to data, business goals, and regional work culture
Champion a culture of continuous improvement and growth by enhancing training, coaching and development programs within the department and across the Customer Organization.
Help shape and execute updated workflows, processes, procedures and overall efficiency improvements, in addition to customer service best practices
Act as a point of escalation. Interfaces directly with both customers and internal departments to advocate on behalf of customer needs
Assist with and lead projects and initiatives to scale the team to a 24/7 global operations.
Partners with regional leaders and stakeholders across the organization including, but not limited to Support Enablement, Support Operations, People, Customer Success, Sales, Business Intelligence, and Engineering teams.
What is Needed:
5+ years of professional experience in technical/customer support operations with strong experience overseeing B2B Product and/or Technical Support teams
2+ years of professional experience managing and developing people leaders
Inspirational leadership style with a passion for service excellence and customer experience.
Track record of success in building and maintaining high-performing customer support teams in an SaaS environment
Adept at using data processing platforms like Looker and ZenDesk Explore
Ability to identify useful information in data sets and suggest conclusions that support decision making.
Highly organized with the ability to manage and drive change
Passion for continuous improvement with the ability to analyze and enhance current processes through implementation of best practices
Experience driving projects to improve support-related processes
ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include our comprehensive health and wellness benefits, access to the Calm app for mediation, open paid time off, a generous stipend to outfit your remote office, and a focus on career growth including access to personal and professional coaching. We take a proactive approach to diversity and inclusion and offer parental leave, career pathing, and support employees’ ongoing learning and development through Udemy and access to life coaches via Modern Health. We also offer cool swag.
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.
Our core values:
Start with trust
Make the customer a hero
Cultivate inclusion & diversity
Iterate everything, always
Create WOW
Pursue growth with gratitude
Visit here to learn about perks and benefits at ActiveCampaign and see our values in action.

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