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Team Manager, Customer Support

Description:

About Research Square

Research Square Company, a five-time INC 5000 award winner, exists to make research communication faster, fairer, and more useful. Through our industry-leading preprint platform, Research Square, research promotion tools, and AJE's comprehensive suite of manuscript preparation services, we are proud to have supported over 2.5 million authors in 192 countries since our founding in 2004. Across all sides of our business, our team of former researchers and publishing industry professionals truly understand the importance of sharing research results with the world. By helping researchers communicate their work more effectively, we accelerate the pace of global discovery and advancement.


Job Summary

Customers are at the heart of everything we do at Research Square. Our Customer Service teams provide timely, high-quality support via email, chat, and phone. We're also investing in robust self-service options to ensure customers have easy access to the information they need. Team Managers (TMs) set the benchmark for culture and performance leadership. They are exemplary models of RS culture and demonstrate outstanding leadership, management, and accountability (LMA) over their team of individual contributors. The Customer Support Team Manager will manage a remote team of 6. Beyond people management, someone in this role will collaborate closely with the Product, Growth, Finance, and Engineering teams both to share customer feedback and to gather the information that their team will need. The Team Manager will participate in hiring, training, and developing the right people in the right seats, and is directly accountable for their team's success metrics.


Essential Functions

  • Manage team workload and implement strategies to serve customers in a way that supports our QST and efficiency goals.
  • WIll be responsible for hiring, training, and developing great talent.
  • Manage self-service projects, including our help center and chatbot.
  • WIll be responsible for hiring, training, and developing great talent.
  • Ability to effectively communicate goals and changes with the appropriate level of context and from a business priorities point of view.
  • Weekly communication via email, IM, Slack, and team meetings around processes and workload. Individual written feedback is provided quarterly, and in-person 1-1s and QA are completed monthly.
  • "Boots on the ground" focus on gaining experience in service delivery processes and helping even out the workload on a weekly basis, with a focus on collecting feedback from employees and customers to establish informed improvement goals for customers and colleagues.
  • Continuous self-improvement through internal and external personnel and operations management training.
  • Perform other related duties as assigned
Requirements:

Education

  • Bachelor's degree in a field of science or learning, including the humanities, life and physical sciences, law, medicine, business, engineering, social sciences, and earth sciences
  • The leadership of or participation in key projects with high-quality, high-service, and on-time results
  • Demonstrated success in training, coaching, and providing feedback to others

Minimum Qualifications

  • Excellent written and oral communication skills
  • Excellent time management skills
  • Customer service, including complaint resolution and QA partner
  • Problem solving and troubleshooting
  • Previous experience working with accounting systems like Quickbooks or Zoho books, and an interest in international payment methods, is helpful (though not required)
  • KPIs are as follows: Team current on reviews, Team QST metrics (Current on quarterly quality evaluations for team members, Team customer satisfaction, % Late team responses).

Work Environment

  • Relocation is not required as this position can be remote-based.
  • This role can be based anywhere in the US.

The annual salary for this role is $55,000-$65,000.


Applicants must be currently authorized to work in the United States for any employer.


Working at Research Square Company

Our team embraces and fuels change, fights for simplicity invest in customers' success, and applies a data-driven approach to continuously improve and magnify our impact. We have developed tools and services that have been adopted by major international publishers to improve the publishing experience for their authors.


We are a high-growth, family-friendly, and mission-driven company that regularly wins awards for our workplace culture, the pace of growth, and innovations. Our organization is casual and flexible while also being stimulating and dynamic. We have a results-focused work environment.


Workplace Recognition

  • One of Fast Company's 95 Brands that Matter in 2021
  • Sloan Award for Workplace Flexibility (2011, 2012)
  • When Work Works Award (2014, 2016, 2017)
  • NC Parenting Magazine's Family Friendly 50 (2013, 2014)
  • Triangle Business Journal's Best Places to Work (2017, 2019, 2020)
  • NCBC Breastfeeding-Friendly Employer Award (2017)
  • Family Forward NC Featured Business (2019)

Research Square Company's policy is to provide equal employment opportunity in all its employment practices without regard to race, color, religion, sex, national origin, citizenship, ancestry, marital status, protected veteran status, military status, age, individuals with disabilities, sexual orientation, or gender identity or expression or any other legally protected category. Applicants for US-based positions with Research Square must be legally authorized to work in the United States. Verification of employment eligibility will be required as a condition of hire.

Research Square supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email Recruitment@researchsquare.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.

Posted
04/24/2022
Salary Range
$54,000.00 - $111,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Durham, NC, 27703, US