Senior Manager of Customer Support, Tipalti
CA$121-135k
+ Stock Options + Variable pay
Global payments, AP, and procurement automation platform
Open for applications
Global payments, AP, and procurement automation platform
1001+ employees
Open for applications
CA$121-135k
+ Stock Options + Variable pay
1001+ employees
Company mission
To liberate and elevate finance teams so they can make true strategic impact, by automating and optimizing global finance operations while eliminating risk.
Role
Who you are
- You are a leader who has grown team members to the next level with a proven record of high level of engagement and minimal attrition.
- This position requires strong customer service skills, a technical background, and 3+ years managing technical support teams
- Bachelor's degree from an accredited university or college
- 10+ years’ of experience in an engineering, operations support position, with 5+ years’ of experience managing and leading a team
- Scaled Omni-Channel Support Teams globally for a $200M+ Business with AI, Answer Bots etc.
- Strong technical and analytical problem solving skills to extract data (e.g. read and write SQL), investigate / troubleshoot a reported technical issue and perform root cause analysis
- Familiarity with ERP tools like Netsuite, Quickbooks, Sage, MS Dynamics, etc
- Lead and Scaled Managed Services business, would be a Plus
- Familiarity with CRM Tools (Zendesk, ChurnZero, Salesforce, JIRA, Glean etc.) and analytical tools (PowerBI, Excel, Google Sheets, etc.)
- Exposure to Accounting, Finance, Payments, Banking, and FinTech industries preferred
- Ability to motivate a team and encourage them to proactively seek out process improvements (Innovation / AI)
- Strong verbal and written communication skills
What the job involves
- This person will be responsible for managing a global team of Team Leads and Support Engineers and will own the Escalations through its resolution.
- You will collaborate with various teams including Product, Operations, and Engineering.
- You will build processes and systems to manage technical inquiries/escalations and will need to ensure customer satisfaction while maintaining SLA’s, enhancing efficiency, reducing contact rates, expanding self-service tools, and reducing escalations
- Lead efforts to hire, develop, and build a technical support team globally
- Engage with Tipalti’s top tier clients and manage their ongoing support needs
- Act as a point of escalation for issues raised by customers, team and Tipalti leadership
- Collaborate with our Product and Engineering teams to help resolve complex technical issues, document product bugs, and help influence our product road-map
- Act as a liaison between Engineering, Customer Success, and Sales on product and service issues affecting our customers, including driving key customer escalations
- Effectively participate in the product release cycle to ensure that support readiness requirements are met for new products and that the support staff are well trained and informed on the company’s products and services
- Drive daily case management from triage to resolution, and ensure customer feedback leads to enhanced customer experiences
- Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
- Empower and educate our clients to detect and resolve technical issues (self-service)
- Define and track key performance indicators (e.g. CSAT, Ticket Management) for projects and customer accounts, supporting program oversight and management
- Scale and Drive change in alignment with Customer and Tipalti’s business needs
- Unify data from various sources (e.g. Zendesk, Salesforce, JIRA) and conduct analysis to generate actionable insights for leadership
- Develop, maintain, and publish support operations business intelligence dashboards
- Manage time-tracking software for accurate analysis of project and resource allocations
Our take
Digital finance innovations across the last decade have dramatically changed how financial operations are conducted, with businesses managing their payables workloads digitally. Despite such innovations, such workflows are still conducted manually, leading to time-consuming, repetitive, and inefficient workflows.
Tipalti provides a global payments, accounts payable, and purchase order automation platform, offering tools for each area to reduce manual workflows and optimize operations. The platform’s functionalities are designed to be flexible for the scaling of growing businesses, helping to optimize financial visibility, efficiency, and control without the need for business infrastructure changes.
Whilst individual platforms exist for global payments, accounts payable, and purchase order management, Tipalti has recognized that businesses do not want to juggle fragmented software solutions inefficiently. The company aims to free up financial departments’ time without compromising their software stack and workflows through its end-to-end payment automation solutions. This pitch appears to be successful, with annual 2022 reports announcing that transactions through Tipalti skyrocketed by 50% that year.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2023
$150m
GROWTH EQUITY VC
Dec 2021
$270m
SERIES F
Total funding: $766m
Company benefits
- A thriving team and business
- Career-building opportunities
- Politics-free culture
- Focused on success
- Great benefits
Company values
- Dedication to Customer Success
- Get Shit Done (GSD)
- Commitment to Excellence
Company HQ
Town Center, Foster City, CA
Articles
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