Manager of Customer Support and Customer Success in CA, NV, OR, WA

The Manager of Customer Success and Customer Support will lead the team that on-boards new customers and provides consultative customer support to 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.

About us

Moraware sells SaaS (Software as a Service) scheduling and quoting solutions to countertop fabricators. Our customers are small and mid-size companies who use our software to run their business.

We’re a fully distributed company that’s growing. We have been in business since 2003 and are profitable, with no outside investors and no debt.

We have a saying inside the company called the “Moraware machine” and the whole idea of the Moraware machine is to create “old” customers. “Old” customers are profitable and refer business to us. This is how we have grown, will continue to grow and ultimately achieve our goals.

Duties & Accountabilities: Team Management

  •  Attract, 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.

Duties & Accountabilities: Team Operations

  • Define, 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.

Education & Experience Requirement

  • Prior managerial experience leading and growing a fully remote team.
  • 5+ years experience in a business-focused and consultative customer service environment.
  • Bachelors degree in Business Administration, Management, or related field preferred.

Benefits

We 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 Apply

If 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 Harry a friendly email at ilovecustomers@moraware.com containing:  

  • 3-10 sentences describing why you’re proud of one team you managed.
  • 3-10 sentences about why you’d be great working on our team.
  • Which of these states you plan to work in: California, Nevada, Oregon, or Washington?