Senior Manager, Customer Support

About DeleteMe, The Online Privacy Company

DeleteMe is the online privacy company that makes easy-to-use tools for consumers and businesses to control what personal information companies, third parties, and what other people see about them online.

DeleteMe is a rapidly growing SaaS privacy business operating globally and remotely / WFH – we are the emerging leader based on # customers and $ revenues in a fast-growing nascent category of consumer and enterprise security Privacy Services.  What we do - our mission - matters because we are restoring a sense of privacy, fairness, and control of personal data in the possession of others.  Easier, simpler, control underpinned by a suite of new data privacy laws being passed worldwide will play a part in greater personal security, and freedom, and in stronger democracies in an era where data collection is at unprecedented levels.  This is what our work and brand stand for and we are building a large, sustainable, for-profit business to catalyze this.  We have strong B2C and B2B businesses with respective product offerings informed by feedback from an active customer base growing between 30% and 200% year/year.  DeleteMe is well-capitalized: profitable for the last three years with an 8-figure balance sheet and large-scale venture firms as investors.

DeleteMe is led by a passionate team, backed by premier investment firms, and supercharged by a strong mission to empower consumers with privacy.

Job Summary:

DeleteMe’s Privacy Operations team is the beating heart of the organization, delivering timely and high quality service to protect our members. As our Senior Manager of Customer Support you will be responsible for building and implementing the vision that defines the future of both our support and custom request teams. Our support team works through multiple channels to assist DeleteMe’s members, providing world class service via phone, email and live chat. Our custom request team focuses on helping members remove their information from the internet, managing requests for the removal of personal data and communicating that information in a timely and accurate manner. 

• Coaching and mentoring a team of support representatives, team leads and junior managers  with continuous monitoring of performance and delivery of people development
• Ownership of team KPI’s at the department and company-wide level 
• Developing the roadmap for DeleteMe Support, then implementing that roadmap
• Setting quantifiable team and individual goals
• Building a scalable process that improves our customer experience
• Leading projects to deliver improvements to both team and broader Operations org
• Managing escalations from VIP customers
• Responsibility for hiring and onboarding new team members
• Be a ‘culture ambassador’ driving team engagement by empowering team members.

• 5+ years of experience in customer support, with a high degree of comfort in managing both B2B and B2C customers
• Familiarity with delivering omni-channel support including through email, phone and live chat channels
• 3-5 years of people management experience
• Experience working with a high-growth company or fast paced environments
• Demonstrated history of developing and improving operational processes
• History of delivering on large, impactful projects
• Previous experience of working with global teams
• Experience working with Product and Engineering teams

• Proficiency with G Suite, Slack, Zendesk, Jira
• This role requires domestic and international travel. All standard travel expenses will be covered in accordance with the company's travel reimbursement policy.

• Comprehensive health benefits 
• Flexible work schedule
• 100% work from home
• Generous 401k matching
• Paid time off
• 12 company paid holidays
• Childcare expense reimbursement
• Gym membership reimbursement
• Birthday time off