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Customer Support Manager

Intrinsic

Intrinsic

Customer Service
Mountain View, CA, USA
Posted on Thursday, July 13, 2023

Intrinsic is Alphabet’s bet aiming to reimagine the potential of industrial robotics. Our team believes that advances in AI, perception and simulation will redefine what’s possible for industrial robotics in the near future – with software and data at the core.

Our mission is to make industrial robotics intelligent, accessible, and usable for millions more businesses, entrepreneurs, and developers. We are a dynamic team of engineers, roboticists, designers, and technologists who are passionate about unlocking the creative and economic potential of industrial robotics.

Role

As a Customer Support Manager, you are driving the brand perception of Intrinsic to our users and customers by managing efficient issue resolution and demonstrating customer empathy. You drive outcomes of outsourced vendor performance and problem resolution by monitoring work product quality, volume and speed to closure. You share resources, learning, and organizational knowledge with your teammates and collaborators, modeling resilience and helping others recover quickly after making mistakes or facing setbacks. You analyze data from user experiences to make informed recommendations and requests to both internal and external stakeholders.

How your work moves the mission forward

  • Create positive brand experiences by implementing a successful customer support experience.
  • Measure and monitor customer issues, proactively noting trends and focus areas for development.
  • Measure and monitor vendor performance, taking note of any opportunities for improvement.
  • Drive outcomes for vendor performance for one project by monitoring work product quality and volume.
  • Solve problems with multiple approaches to reach an optimal solution with foresight to anticipate and address future issues, improving brand perception and internal performance.

Skills you will need to be successful

  • 6 years in customer support, with some demonstrable experience in people or vendor management.
  • Ability to effectively communicate and collaborate with a diverse range of people and job functions; communicating clearly, actively listening and sharing relevant information to the appropriate team members.
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
  • Manage data from multiple sources, analyze and synthesize information into actionable reports.

Skills that will differentiate your candidacy

  • Previous experience with Freshdesk or other ticket management systems.
  • Previous experience onboarding a new outsourced support vendor.

The US base salary range for this full-time position is between $139,200 - 212,520 + bonus + equity + benefits. Your recruiter will share more about the specific salary range for your targeted location during the hiring process.

At Intrinsic, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires accommodation, please contact us at: candidate-support@intrinsic.ai.