Head of Customer Support & Onboarding in CA, NV, OR, WA Job Vacancy in Moraware Bend, OR – Latest Jobs in Bend, OR

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Company Name : Moraware
Location : Bend, OR
Position : Head of Customer Support & Onboarding in CA, NV, OR, WA

Job Description : The Head of Customer Support and Customer Onboarding will lead the team that on-boards new customers and provides consultative customer support to over 2000 small businesses that use our software. Your primary responsibility is to attract, motivate, develop and retain a high-performance team that helps our customers improve their business.You’ll be working remotely from CA, OR, NV, or WA, and periodically travelling to meet with team members in-person.What to ExpectTeam ManagementAttract, motivate, develop and retain a high-performance team. For us, that means a team where everyone knows the importance of their work, whether or not they are succeeding, and they enjoy the work because they are good at it.Assure the team is delivering high quality customer support. For us, this means not settling for surface level answers to our questions but instead understanding and solving their underlying business problems.Build and execute staffing models so that team members are engaged and challenged, but not overwhelmed by their work.Use project management skills to allocate, track and drive accountability across the team’s most important initiatives. Also, report on project status to other department stakeholders.Regularly review the performance of team members. Recognize and reward strong performance. Provide candid feedback and hold difficult performance conversations as needed.Help team members improve their skills through education both inside and outside of Moraware. Help them make progress toward their career goals.Team OperationsDefine, measure and refine standard operating procedures for the customer success and customer support teams. Ensure team members are following the processes for their role.Monitor and drive improvements to the customer onboarding program so that a higher percentage of our customers reach the onboarding milestones faster.Partner with company leadership to align customer support & on-boarding initiatives with the overall company strategy.Build collaborative relationships with stakeholders from development, sales, product, marketing, etc. to create lifelong customers.What we’re looking for:Prior managerial experience leading and growing a fully remote team.5+ years experience in a business-focused and consultative customer service environment.Bachelor’s degree in Business Administration, Management, or related field preferred.About UsWe’ve become a stable and profitable business by selling a few new subscriptions to our SaaS application every month since 2003. We have no outside investors and no debt. We’re a distributed company where everyone works from home, but you’ll need to work in California, Nevada, Oregon, or Washington.Now we have more than 2000 paying customers, and we’ve spoken with every one of them over the telephone to help them succeed. Our customers are the most important ingredient of our ongoing success!We have 20 people in our company, including 4 helping with customer onboarding and support. As we continue to grow, it’s clear that we need to add another person. That’s where you come in …BenefitsWe offer a competitive salary, four weeks of paid time off, matching 401(k), and we pay for 100% of your health insurance premiums. Our generous profit sharing and great team make this a company you’ll want to stay with for many years.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.How to ApplyIf this sounds like the perfect match for you, DO NOT send us a resume. Instead, we’d like to know more about the real you.Send an email to ilovesupport at moraware dot com containing:3-10 sentences describing why you’re proud of one team you managed3-10 sentences about why you’d be great working on our teamWhich of these states you plan to work in: California, Nevada, Oregon, or Washington?Job Type: Full-timeBenefits:401(k) matchingDental insuranceHealth insurancePaid time offProfit sharingVision insuranceWork from homeSchedule:8 hour shiftMonday to FridayWork Location: Remote

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