Manager - Customer Support

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

 

SUMMARY

The Manager, Customer Support at SQUIRE is a pivotal leadership role focused on scaling our support functions and effectively managing a dynamic team. This position is essential in building support that delivers exceptional, timely assistance to our barbershop clients and individual barbers, ensuring they maximize the benefits of the SQUIRE platform. The ideal candidate will have familiarity with medium to large contact center operations, exhibit strong leadership capabilities, and a proactive approach to continuous improvement.

As the leader of the Customer Support Tier 1 team, this individual will oversee staffing, performance management, and coaching, driving operational excellence while fostering a customer-first environment. By developing and implementing scalable support processes, they will enhance efficiency and service quality, utilizing key performance indicators to monitor team performance and identify areas for improvement. 

REPORTS TO

Director, Customer Support 

JOB DUTIES AND RESPONSIBILITIES

• Team Leadership & Performance Management

• Oversee the day-to-day operations of the Customer Support team, ensuring that all support inquiries are handled in a timely, effective, and empathetic manner

• Monitor team performance through key performance indicators (KPIs), ensuring that customer service levels, satisfaction, and other relevant metrics are consistently met or exceeded

• Provide constructive feedback to team members on performance and behavior to foster growth and ensure the team's success

• Motivate the team, encouraging a growth mindset and helping individuals improve their technical and soft skills to better support the business’s evolving needs

• Conduct regular one-on-one meetings with Customer Support Specialists to assess performance, identify challenges, and provide coaching and support.

• Continuous Improvement & Operational Excellence

• Develop, implement, and refine processes and procedures to meet both internal and external customer needs while ensuring a smooth and efficient workflow

• Foster a culture of continuous improvement by regularly evaluating existing practices, tools, and systems, driving changes where necessary to increase efficiency and improve the overall customer experience

• Regularly assess customer feedback and trends to identify areas of improvement, and work cross-functionally to implement solutions that resolve root causes

• Recruitment & Talent Development

• Take an active role in recruiting, hiring, and retaining top talent for the Customer Support team, ensuring the team is staffed with individuals who align with SQUIRE's values and customer-centric approach

• Develop and implement coaching programs to continuously enhance team members’ product knowledge, communication skills, and problem-solving capabilities

• Support career growth and development opportunities for Customer Support Specialists, helping them advance their skills and capabilities to prepare for new challenges or leadership roles

• Escalation Management & Resolution

• Act as a point of escalation for complex customer inquiries, ensuring swift resolution of high-priority issues and a positive customer experience

• Lead by example when handling difficult or sensitive customer interactions, displaying high levels of empathy, problem-solving skills, and composure under pressure

• Cross-Functional Collaboration

• Work closely with other departments (e.g., Product, Sales, Engineering) to ensure a cohesive and unified approach to customer service

• Share feedback and insights with leadership teams across the organization, advocating for product improvements and process changes that will positively impact the customer experience

• Reporting & Data-Driven Decision Making

• Leverage data insights from customer interactions to make informed decisions about team performance, areas for improvement, and customer satisfaction trends

• Prepare and present regular reports on team performance, customer feedback, and key support metrics to senior leadership

• Analyze operational data to identify trends, and provide actionable recommendations to continuously improve customer support operations

• Flexibility & Availability

• Demonstrate flexibility by being available to work weekends, evenings, or holidays as needed to ensure that team members are supported and that customers receive help during peak times

The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.

PREFERRED EXPERIENCE AND QUALIFICATIONS

• Leadership Experience: Has successfully led and/or managed a team in a call center environment or adjacent customer service department. Demonstrated ability to coach, motivate, and develop team members to KPI’s and full potential

• Player/Coach Mindset: Willingness to jump in and assist the team with direct customer inquiries when necessary, while balancing the responsibilities of leadership

• Emotional Intelligence & Cross-Departmental Collaboration: Strong interpersonal skills and emotional intelligence to effectively manage team dynamics and foster strong relationships with peers across different departments

• Data-Driven Decision Making: Ability to analyze data and use insights to improve team performance, customer satisfaction, and operational efficiency. Experience with tools for data reporting and decision-making is preferred

• Quality Assurance (QA) Expertise: Familiarity with industry best practices for agent performance evaluations and quality assurance processes

• Flexibility: Ability to adapt to changing business needs, including adjusting work schedules or prioritizing tasks based on organizational requirements

WHAT WE OFFER

• Competitive Base Salary ($80,000 - $100,000)

• New hire stock grant

• 100% employer paid medical, dental, and vision insurance for you and your dependents

• 401K plan with company contribution

• Generous PTO and Parental Leave policies

Interview Accommodations

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.

EEO Provision

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

E-Verify Participation

SQUIRE participates in E-Verify. Learn more about E-verify here.