Note: The job is a remote job and is open to candidates in USA. Juniper Square is a company focused on unlocking the potential of private markets through technology and data. The Manager of Customer Support will lead a team dedicated to providing exceptional support experiences for customers, guiding them through transformations and utilizing AI tools to enhance service delivery.
Responsibilities
- Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square
- Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals
- Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team
- Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along
- Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes
- Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc)
- Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues
- Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience
- Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality
Skills
- 2+ years of management experience with a demonstrated track record of leading teams through meaningful change
- Demonstrated leadership experience in a fast-paced, results-driven environment where you've prioritized customer relationships and team success
- Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square's products and customers for the team
- Strong desire and motivation to achieve a best-in-class support experience with a positive, 'can do' attitude that translates into an high team engagement
- Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement
- Excellent communicator with strong interpersonal skills
- Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage
Benefits
- Base salary, bonus, equity, and a variety of benefits
- Health, dental, and vision care for you and your family
- Life insurance
- Mental wellness coverage
- Fertility and growing family support
- Flex Time Off in addition to company-paid holidays
- Paid family leave, medical leave, and bereavement leave policies
- Retirement saving plans
- Allowance to customize your work and technology setup at home
- Annual professional development stipend
Company Overview
Juniper Square provides software and fund administration services that streamline collaboration and communication between GPs and LPs. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.junipersquare.com.