Bilingual Customer Support Manager at Scythe

Scythe is looking for a Bilingual Customer Support Manager to lead and manage our talented team of front-line customer support representatives and the support operations tools and processes they work with. Customer Support at Scythe is the resource of first resort for our clients as we embark on the next chapter in Scythe's journey: ramping from hundreds of units to tens of thousands. We've developed an industry-changing machine and have customers knocking down our door for units, so we're looking to scale by adding a dynamic and flexible team member to help us help our customers change how they care for outdoor spaces.

In this role you will inherit a small, dedicated internal team that we anticipate doubling over the next 12 months, along with outsourced support tools and teams that require collaboration and managing. These teams and vendors triage, troubleshoot, resolve, or escalate customer issues as they come in through multiple channels. Additionally, you will work with internal tools and teams to proactively resolve any machine issues before they impact our customer's operation. You'll be expected to work closely with our engineers, field service , and customer success groups to ensure we are maintaining an acceptable level of customer support across the fleet and our client accounts.

Our customer support operations currently run from 6am - 8pm Eastern, Monday through Friday, and Saturdays 7am - 6pm. Candidates be fluent in English and Spanish, both oral and written.

What you’ll do at Scythe

• Recruit, hire, train, manage, schedule and develop a world class in-house and remote bi-lingual support agents who support our clients in both in Spanish and English
• Maintain a deep understanding of the product to deliver high quality support via voice & chat, working with department team members to build additional support channels, including self-service and video support
• Develop reporting and analytics that measure end-customer and internal team successes, to ensure that all customers are responded to in a timely manner and in a quality fashion
• Actively program and adjust customer service and ticket routing and queuing, interactive voice relay schemas, and other demand management protocols to stay within SLA requirements
• Ensure phone, chat, and other communication tools are properly used to optimize workflow and improve efficiency
• Drive capacity planning and identify needs and present investments required to improve service levels, resolution rates and customer experience
• Make real-time decisions on triaging support demand and managing event related customer communication in addition to leading customer-facing portion of post event reviews with engineering
• Proactively manage direct reports to discuss goals, strategies, and objectives; monitors overall performance and provides direction and objective coaching as needed
• Develop robust and detailed SOPs with outsourced vendors that provide staffing and tools to augment our exceptional customer support team.

What you know well

• English and Spanish fluency, both oral and written
• CRM and Ticketing systems like Hubspot / Zendesk / Helpscout / Jira etc.
• Business analytics, reporting, and visualization tools like Tableau / SQL, advanced Excel, Atlassian suite of products, etc
• 5+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services, including experience in a high call, chat, or scheduling environment
• Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infrastructure industry
• Comfortable using and updating playbook and knowledge base resources, like Confluence, etc
• Self-sufficient and pro-active: you get things done, learn what you don’t know, and can make data-driven decisions independently, as circumstances require
• Experience with remote monitoring and remote troubleshooting interacting with a physical product and hardware
• Cool under pressure: Our customers are using advanced technology in outdoor environments, and minutes matter to them. You'll need to be flexible and adaptable

What you’ve maybe done

• Experience in building and scaling teams through periods of high user count growth.
• Experience in the landscaping or outdoor power equipment industry

Why Scythe?

• Scythe is an early-stage but well-capitalized startup. Have a huge impact alongside an awesome team of experts shipping something the world has never before seen
• Competitive salary and equity compensation
• Fully-sponsored medical, vision, and dental insurance, including 75% funded dependent coverage
• 401(k) retirement plan (non-matching today)
• Headquarters in beautiful Longmont, CO (near Boulder, CO.) Enjoy the bounties of nature and open spaces close to home with mountain biking, hiking, skiing and more
• Satellite offices in Dallas, TX and Fort Pierce, FL
• Flexible paid time-off and remote work to let you do your best work where and when you want
• Highly collaborative learning culture where personal freedom, growth, and responsibility are valued
• An opportunity to have an incredible positive impact on the world

Working Environment

This is a hybrid role. Initial training will involve time in the field observing and learning to use M.52 so that you innately understand machine operation and operator behaviors. Initial and ongoing field time may be spent at our Fort Pierce, FL, Dallas, TX or Longmont, CO locations. After initial training and onboarding, expect to spend about 20% of time each quarter at one of our office locations, with the remaining time able to be spent at home.

Once training and onboarding is complete, the majority of working hours can be done from one of our locations, or remotely, provided that you can confirm reliable, secure, hard wired internet speeds of at least 100Mbs down and 30Mbs up and have a quiet working environment to take calls (i.e. a coffee shop is not an acceptable location for this work, nor is satellite or cellular internet).

Closing

Scythe is a total compensation company, which provides employees a comprehensive salary, equity, and benefit package. However, only the minimum salary amounts are listed here. Scythe carefully considers a wide range of compensation factors, including education, years of experience, competencies and other relevant business considerations. These considerations can cause your compensation to vary along with your compensation mode preferences. The Customer Support Manager position has an expected minimum annual cash salary of $100,000. The actual pay may be higher depending on your skills, qualifications, and experience. Equity and benefits packages are NOT included in this estimate. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well.