Job Summary

At Upwork we are customer obsessed - WOWing our customers and making them successful is one of our most important tasks. The Customer Support Manager will focus on WOWing over 8M+ combined customers. You will be the key champion for ensuring our customers' service and support is exceptional. You will partner with trust & safety, marketing, product, and engineering to develop and execute our customer support strategy from all angles of the business. We are looking for someone who has a passion for actionable analytics and leveraging quantitative and qualitative data to drive successful customer outcomes.

This is an exciting and challenging role that requires exceptional customer centricity, team building, a motivational style and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about.

In this role, you will:

Lead Upwork's global customer service organization which includes team leads and customer facing personnel
Coach, develop, and create career plans for a distributed workforce
Be accountable for WOWing customers and solving issues faced by customers at scale
Ensure customer feedback is captured and conveyed internally to enable ongoing improvement of products and services
Effectively direct and manage the day-to-day operations of the customer service team (customer satisfaction, quality assurance, productivity, etc.)
Devise a customer contact methodology to monitor and improve retention rates
Work cross-functionally and with other areas of the business to proactively analyze and assess overall customer experience
Use qualitative and quantitative analysis to drive operational excellence

REQUIREMENTS

To win in this role, you need:

A background in customer service, contact center operations, customer engagement, satisfaction, or retention
Experience driving customer-related strategy, operations and results in large scale and swift moving organizations
To be an enthusiastic and creative leader with the ability to inspire people
A demonstrated ability to drive process improvements and change management
Excellent communication and presentation skills, as well as highly refined interpersonal skills
The ability to define new models and processes from the ground-up and operate at scale
Experience with a distributed workforce highly preferred
Upwork platform experience