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Customer Support Manager

Hearsay Systems is looking for a Customer Support Manager to join our Technical Support team!

As a key contributor on the Customer Support team, you will work closely with direct reports to maintain and enhance customer relationships, promote best practices and meet organizational and operational objectives. In this role, you will work closely with direct reports, the Client Services, Engineering, Product, and Sales teams.

About Hearsay Systems
Founded in 2009, Hearsay Systems is reinventing the human-client experience in financial services. The Hearsay Client Engagement Platform empowers over 200,000 advisors and agents to authentically and intelligently grow business relationships by proactively guiding and capturing the last mile of digital communications. The world’s leading financial firms—including Allstate, New York Life, Morgan Stanley, and Charles Schwab—rely on Hearsay’s SaaS platform to scale their reach, optimize sales engagements, and deliver exceptional client service in a consistent and compliant manner. 

We are a tight-knit and dedicated team that passionately believes in our products, our people, and our culture. Our products help advisors and agents scale personalized customer engagements across social media (Facebook, LinkedIn, Twitter, Instagram), websites, text, and voice.

Headquartered in San Francisco, Hearsay has a globally distributed team with members in San Francisco, Salt Lake City, Seattle, New York, Toronto, London, Budapest and Manila and is backed by Sequoia Capital, NewView Capital, and Salesforce Ventures.

About the role:

  • Lead, mentor, and develop an international team of Product Specialists
  • Work closely with Hearsay Engineering and Product teams on bug escalations
  • Maintain visibility of critical customer issues and work cross-functionally to drive quality in the Hearsay product experience
  • Manage support operations - rollout key team processes, as well as collaborate across Hearsay Systems to maintain efficiency and alignment as we grow
  • Drive support SLA’s and key performance metrics
  • Manage support workload via Zendesk
  • Draft and manage communication with customers on key, support issues
  • Act as a Tier 3 contact for customers around issue management and support program planning
  • About you:

  • 5+ years in a technical support role
  • 2+ years experience leading teams
  • Effectively managed, mentored and coached direct reports
  • You thrive in a collaborative and close-knit team environment
  • You’re a creative problem solver -- who can think strategically and empathetically on your feet-- and enjoy going above and beyond
  • You have an interest in technology and have a genuine curiosity about how things work
  • You enjoying growing and developing diverse teams
  • Work cross-functionally with Product, Support, Solutions, Sales, and Engineering teams to solve configuration and integration issues/questions
  • Sumo Logic/API Experience
  • Familiarity with Zendesk Ticket Management
  • Intercom familiarity a plus

  • OUR COMMITMENT TO DIVERSITY AND INCLUSION: At Hearsay we believe that diverse teams are the best teams. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.