About Whop

Whop is on a mission to create a new paradigm of the internet – where connection, consumption, creation and commerce can happen all in one place. People come to Whop every month, from nearly every country, to learn new things, meet new people, and elevate their daily lives. Less than 3 years into our existence, we have enabled tens of thousands of creators to earn nearly $250M by selling access to increasingly diverse digital offerings. Our apps infrastructure allows anyone to build a digital experience, and our marketplace offers creators a sleek storefront that can accept payments, seamlessly deliver digital products, and attract new customers. We envision a future in which everyone is an internet entrepreneur. Join us in making that future a reality. To make $5,000 by referring someone you know, please use this form.

About the role

Title: Senior Customer Support Manager

✅ Salary: $160,000 - $180,000, and a competitive equity package

❤️ Unlimited PTO, Health, Vision, and Dental coverage

📍 Remote: This role can work in any location that allows for working hours between 11:00 am and 7:00 pm EST Mon-Sat.

What does the role look like?

You’ll be joining Whop as a Senior Customer Support Manager, reporting to the Head of Customer Support. The Senior Customer Support Manager will lead a team of remote Customer Support Specialists spread across the globe, providing a world-class customer experience to customers who buy and sell on the Whop platform. You will level up your team of CSRs by tracking their productivity and quality, providing feedback, and coaching them to meet and exceed the company and department goals.

In addition to leading the day shift team, you will spearhead specific projects within the CS craft to ensure the team is set up for maximum productivity and efficiency. You will be responsible for implementing new tools / managing the existing CS tech stack, and creating and maintaining the corresponding training programs. You will also capture, analyze, and act on customer data points by creating/analyzing reports and surfacing the opportunities found throughout the org.

In the Senior Customer Support Manager role, you will:

• Manage a team of Customer Support Representatives in supporting Whop customers and creators.
• Support the CSRs with coverage billing concerns, bug reporting, security issues, and provide extra coverage in the ticket queue during busy times to cover vacations and help with more complex tickets.
• Work with Support Managers to establish and manage shift schedules to provide the required coverage around vacations, holidays, and other events that may interrupt coverage.
• Maintain the CS internal knowledge base and Whop’s external customer help center
• Coordinate new hire onboarding and ongoing training updates in tandem with above document updates
• Oversee the CS team's Quality Assurance program and report on findings to drive continuous improvement
• Seek out negative customer experiences and work hard to convert to into positive experience advocates
• Prepare and analyze ad-hoc operational and performance reporting, summarizing the data and outlining trends and anomalies, to elevate the voice of the customer and drive product innovation

Who you are

• Experienced SaaS Leader. You’ve supported a SaaS product and have achieved aggressive goals with high-performing teams of 10+ CSRs.
• E-commerce knowledge or experience. You have a deep understanding of e-commerce.
• Flourishes in a Startup Environment. You see a massive to-do list as an opportunity for impact. You love challenges and can pivot as needed. You learn quickly, autonomously identify priorities, and execute efficiently.
• Analytical and Strategic. You have a high attention to detail and can think strategically and roll up your sleeves to get down into the details.
• Problem Solver. You find creative solutions to complex problems.
• Polished Communicator. You are the best communicator you know, with exceptional written and verbal communication skills.
• Customer Obsessed. You have 2+ years of experience delivering frontline customer service and demonstrated a strong understanding of common customer support tools and processes.

Qualifications

• 2+ years experience in managing a remote team within a SaaS environment.
• 2+ years of your own customer support experience
• Ability to meet and exceed targets through performance management & coaching
• Strong understanding of e-commerce principles and practices.
• Excellent verbal and written communication skills
• Strategic thinking skills, with a track record of implementing creative solutions to complex problems.

Nice to have

• Previous experience in a remote work environment or managing remote teams.
• Familiarity with customer support tools and technologies (Slack, Intercom, Linear, Contentful, etc.)
• Experience in developing and delivering training programs for customer support teams.
• Previous involvement in cross-functional collaboration, particularly with product, development, and marketing teams.
• Strong leadership and motivational skills, with the ability to inspire and empower team members to achieve their full potential.