Who We Are

We help hourly teams get shift done.

At When I Work, everything we do starts with a mission to help hourly teams work better together. We deliver on that mission by making hourly workforce management - scheduling, time tracking, shift trading, team messaging, and more - easy and straightforward for managers and employees alike.

The Care team at When I Work is the backbone of our company. We strive to differentiate When I Work in our market through best-in-class support. To us, that means leading with empathy throughout every interaction, seeking to understand customer’s business and industry goals, and providing the best and most efficient solution to accomplish these with When I Work. We focus on quality over quantity, modeling internal customer service and leaning on each other for guidance. We are innovative, fun and passionate about our product and customers.

What You’ll Do

As the Customer Care Team Manager, you lead a team that will depend on you for insight and guidance in dealing with day to day issues and questions related to our software. Your typical day includes answering questions from the team, reviewing customer interactions, providing coaching, interviewing prospective Customer Care Representatives, training, and being the point of contact between Care and other departments. In this role, you will be responsible for a team that delivers a best in class customer experience that contributes to keeping customers for life.

• Manage a high-performing team of Customer Care Reps by providing daily guidance, consistent coaching, and performance feedback to foster professional growth and engagement.
• Ensure all customer tickets and chats are resolved in a timely and empathetic manner to consistently meet and exceed Service Level Agreements (SLAs).
• Maintain a strong understanding of When I Work’s products and internal processes.
• Act as the key communication bridge between the Customer Care team and other departments, relaying critical customer feedback and outage information.
• Maintain expert-level knowledge of our products and internal tools, including Zendesk, JIRA, Intercom, HubSpot and App Reviews, to effectively support the team.
• Work cohesively with Customer Care Managers and assist with facilitating Care Team meetings.
• Skillfully navigate and resolve the most challenging customer escalations, demonstrating a deep commitment to customer satisfaction and retention.
• Proactively identify opportunities for improvement in our standard operating procedures and contribute to creating clear, effective documentation and workflows.
• Assist the Tier I and Tier II team with chat and tickets as volume required to meet team and customer expectations.
• Leverage the Email & Chat QA Scorecard to conduct regular quality assurance reviews, ensuring team-wide adherence to the CONNECT process and exceptional service quality.
• Coach and provide feedback to improve individual and team performance.
• Partner with recruiting and training specialists to interview, hire, and onboard new team members, ensuring they are set up for success from day one.
• Provide the VP of Customer Experience with regular, insightful updates on the team's daily operations, performance metrics, and processes.
• Complete other duties as assigned.

Who You Are

You come from a background in customer support or customer success. You have a passion for technology and teaching others how to use it. You are curious, dependable, resourceful, and get joy from going beyond to make team members successful. You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value. You are excited about an opportunity to grow and scale a team.

Experience and Skills Needed

• 2-5+ years customer support experience.
• 1+ year customer support management experience.
• Ideal candidate will have worked in SaaS support and have experience using Zendesk.
• Must demonstrate strong communication and interpersonal skills.
• Excellent team management and relationship building skills.
• Demonstrated experience developing employees through performance and career coaching conversations.
• Demonstrated ability to take initiative and use independent judgment.
• Requires strong software knowledge, web and mobile app navigational experience, and the ability to pick up new technology quickly.
• Demonstrated curiosity with an interest and ability to dig into reports and data to uncover trends or opportunities.
• Must be able to efficiently manage multiple projects and tasks at the same time.
• Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

What Would Be Awesome To Have

• Experience in the software or technology industry, preferably with SaaS industry experience
• Experience with CRM and Success tools including HubSpot, Zendesk or Intercom
• Experience working with high growth tech companies
• Prior team development and training experience

What’s In It For You

At When I Work, your base pay is one part of your total compensation package. Actual base pay will depend on your job-related skills, qualifications, experience, and location, and other factors. For Minnesota based roles, the base salary hiring range for this position is between $70,000 - 85,000. Other benefits include:

• Professional development allowance
• Paid parental leave
• Health and dental coverage for a fraction of the cost of other employers
• Paid vacation and holidays
• Flexible work environment
• Volunteer time off
• 401(k) match
• Donation match
• Hybrid office, includes a monthly commuter stipend
• Casual dress code
• Dynamic and dedicated team