ABOUT THE ROLE AND OUR TEAM:

As the Sr. Manager, Global Customer Support, you will lead and inspire a high-performing execution team focused on managing day-to-day operations in customer facing teams as: collections, vendor support and concierge. The Sr. Manager Global Customer Support will oversee these functions across our global marketplace platforms, including The Knot, WeddingWire & Bodas brands, in order to ensure seamless processes, timely financial transactions, and exceptional vendor/couple support.

This role is pivotal in ensuring operational efficiency & customer satisfaction across domestic & international markets. You will manage 5-7 direct reports and oversee an org with ~30-80 individuals in various geographies and report directly to the Sr.Director, Global Customer Support. You will also strategically partner with leaders within Revenue Strategy, Sales and Finance to align business objectives with operational efforts.

RESPONSIBILITIES: 

Lead cross-functional teams (Collections, Vendor Support, Concierge) to improve marketplace health, vendor satisfaction, and overall performance. Oversee customer service activities within the organization, ensuring high-quality service and support. Implement customer service standards and policies, and manage customer service teams to maintain customer satisfaction. Collaborate with key stakeholders such as Sales and Finance to ensure alignment between operational duties and operational goals. Manage and support geographically dispersed teams that handle customer service across different regions. Ensure alignment of processes, playbooks, team structure, and performance metrics across countries. Supervise payment processing systems to streamline order-to-cash cycles and minimize delays in payments, contributing to improved cash flow. Support the execution of change initiatives within the area, working closely with Sales to optimize and scale operations. Provide regular updates and visibility on team performance, both upwards and downwards. Work closely with other managers in the RevOps area to break down silos and manage talent. Personal leadership: Demonstrates a growth mindset by actively seeking knowledge, embracing diverse perspectives, and showing a commitment to continual self-improvement and adaptability in the face of new challenges. Problem Solving: Uses a consultative and data-driven approach to solving problems in order to deliver the best experience for our customers, drawing from an understanding of our business and competitive landscape. Drive results: With a strong sense of personal ownership, manages time and stakeholders in order to keep moving work forward, with a focus on quality, simplicity, and what's best for TKWW. Communicate: Speaks clearly and courageously, says what needs to be said with kindness and candor, prioritizing the audience's needs. Intentional leadership: Demonstrates intentionality in how they show up and a clear vision for the impact they want to make. Genuinely cares for employees; creates a sense of belonging and inclusion in their work environment. Prioritization and planning: Sets and communicates clear objectives that align to organizational goals; balances urgency and importance when prioritizing work.  Delegation: Delegates work to the right people with clear expectations and the right level of support for individual development and results. Stakeholder engagement: Identifies and engages with the right stakeholders to get the data, support, and buy-in for their team's priorities. Develop talent: Assesses and grows others' skills formally and informally in the flow of work to support performance and career progression.

SUCCESSFUL SR. MANAGER, GLOBAL CUSTOMER SUPPORT CANDIDATES HAVE:

5+ years of experience directly managing billings/collections and customer/vendor support, with a substantial portion of time spent in leadership/people management roles Proficiency in English and Spanish is required Bachelor's degree required Proven experience in leading and managing operational functions within a global organization, preferably in an online marketplace or e-commerce industry Experience managing multi-language customer support teams across geographies (e.g. Spanish, French, Portuguese) Strong ability to oversee vendor relationships and ensure quality and performance standards Experience in managing collections processes, optimizing revenue streams, and ensuring accurate financial reporting Strong knowledge of operational KPIs and experience leveraging data analytics to pinpoint operational support challenges/opportunities, as well as drive decision-making and operational performance High emotional intelligence (EQ) and the ability to build strong relationships and communicate effectively with individuals and leaders across multiple levels and functions Role model holding yourself and your team accountable to deliver on your commitments Proven ability to drive, and motivate teams to achieve ambitious goals while maintaining a positive and inclusive work environment Strong people orientation with the ability to inspire and motivate teams