THE COMPANY

NewsCred is the leading content marketing platform. Pairing cutting-edge software with world-class content, we transform brands into storytellers. NewsCred's Content Marketing Cloud© provides the easiest end-to-end solution for content planning, creation, publishing and analytics. In one place, brands gain unprecedented access to the world's largest content marketplace, including licensed content from over 4,000 publishers and original content from our award-winning journalist network.

Through NewsCred, global brands like Pepsi, P&G, Dell, General Electric and AIG have seen explosive growth in social sharing, engagement and lead generation.

Founded in 2008 by Shafqat Islam, Iraj Islam and Asif Rahman, NewsCredhas offices in New York, Dhaka, London and is backed by FirstMark Capital, Mayfield Fund, IA Ventures, Greycroft Partners and others. 

NewsCred is seeking a Senior Manager of Customer Support to provide managerial leadership for a dynamic and growing support organization.  The right candidate is a proven leader in providing a metrics driven SaaS support framework, nurturing a customer-centric culture, and inspiring & motivating the team members to deliver an exceptional customer experience.

The team’s primary objective is to provide technical support to a global customer base (mid to large enterprises concentrated in the US), as well as to partners and freelancers.  Team members are product experts and coordinate across departments within the Newscred organization to delivery workarounds and issue resolutions to customers.  And the team is responsible for channeling product feedback, both defects and enhancement requests, to the R&D team.

The current team skillset is technical, hiring mostly product-minded individuals or developers to meet the business needs of supporting a rapidly growing SaaS platform.

Key Responsibilities

• Manage team resources to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team.

• Track metrics and manage towards quality standard around responsiveness, resolution and customer satisfaction.

• Instill and nurture a customer-centric culture, focused on human connection and driving emotional loyalty.

• Develop and implement support strategies for standardization, utilization and optimization, leveraging best in class practices in technical support for SaaS solutions.

• Work closely with the Product Management team to share insights around customer reported issues, prioritize around defects & enhancement requests, and provide input on release planning & messaging.

• Manage customer facing knowledge base of help articles.

• Motivate and provide active career development for all team members.

• Minimum of 5 years of experience in a customer-facing technical support role for a highly available SaaS solution; at least 3 years in a management role for a team of 5+ technical support engineers, interfacing with executive-level management both internally and externally.

• BA or BS in related field, preferably in Computer Science or an Engineering major; Knowledge in Internet technologies such as Http. Proxy, TCP, FTP. A background in Javascript, HTML, XML and HTTP snifflers a plus.

• Strong familiarity in scripting, querying and web development languages.

• Familiarity in CMS platforms, such as WordPress.

• Leadership qualities and experience, including developing staff, onboarding new staff, communicating vision, approach & status, influencing peers across departments, working closely with product team throughout the entire software development cycle, working closely with sales & customer teams.

• Versatility, flexibility, and a willingness to work within constantly changing environment with enthusiasm and willingness to constantly learn.

• Thrives in ambiguity – bringing order to chaos.  Ability to drive multiple projects simultaneously with little or no direction.

• Understanding of marketing or content marketing, and the technology solutions that support them is a plus.

Please let us know why you are interested in this position by including a cover letter with your application.

All your information will be kept confidential according to EEO guidelines.