Customer Support Manager - Remote Eligible

Customer Support Manager

Raken is a cloud-based, mobile, collaboration platform for the construction industry — we empower the people who build the world! Our goal is to transform the way the world builds by introducing technology to a 7,000 year old industry. To achieve this, we aim to attract unique, passionate people to the cause. We believe that faster, better reporting will improve the working lives of nearly 10% of the US labor force—the percentage of people currently working in construction. Helping turn the worst part of their day into the easiest (and fastest) is why we do what we do! We work with Commercial, Residential, and Specialty Contractors of all shapes and sizes; including many of the largest construction companies in the world.

The Customer Support Manager is responsible for engaging directly with prospects and paying customers via chat, phone, and email. This role includes answering questions, leading training sessions, and guiding customers on best practices to ensure their success with the Raken application.

To succeed in this position, you must be able to manage multiple projects in a fast-paced environment, work independently with minimal supervision, and demonstrate strong problem-solving skills. Clear and concise communication is essential to delivering an excellent customer experience.

This is a fully remote position with flexible location options. Bilingual fluency in English and Spanish is strongly preferred.

Why Join Raken?

• Raken is a rapidly growing company based in Carlsbad, CA with over 4,500 customers across 92 countries
• We were recognized on the Forbes 2020 list of America's Best Startup Employers, we are ranked no. 1057 on the Inc. 5000 List of Fastest Growing U.S. Companies and are ranked as one of San Diego's Top Workplaces by the San Diego Union Tribune
• We are consistently ranked as a High Performer for construction management solutions on notable review sites like G2, Capterra, and Software Advice
• Our Culture is Top Priority - We have a hardworking team that loves to make a significant positive impact and have fun while doing it. Core Values we live by: Take Ownership, Keep Evolving, Stay Balanced, Elevate Others, and Let's Go!

If you are a highly driven individual who wants to make an impact working for a company that values its culture, employees, and customers above all else - Raken is the place for you.

Role Responsibilities:

• Help customers be successful through calls, email, and chat communication
• Quickly assess needs, troubleshoot issues, and report bugs
• Welcome and onboard new customers
• Provide web demos and webinar training with customers
• Own customer growth opportunities that arise
• Help customers setup accounts and implement best practices
• Respond to customer questions and recommendations quickly and completely
• Monitor existing accounts and help clients be successful
• Answer/Return phone calls/chat/emails promptly
• Achieve Customer Success goals, including a series of personal and initiative Key Performance Indicators (KPIs), towards the company goal
• Punctuality and regular attendance
• Additional duties as assigned

Requirements

Skills, Qualifications and Attributes:

• 1 to 2 years of customer support experience
• Smart, ambitious, and willing to learn and grow
• Love to help others and empathize with users of all experience levels
• Have outstanding writing and communication skills
• Enjoy solving problems and learning new things
• Thrive on change as the product evolves
• You're a self-starter and will try to solve any problem before asking for help
• Be reliable, optimistic, super-organized, and tech-savvy
• Strong multi-tasking ability
• You can easily jump from phone support to email to chat and back again

Benefits:

• Medical, dental and vision with generous employer contribution
• HSA/FSA
• Life/LTD
• Generous PTO
• 12 Paid Holidays
• 401k + Match
• Continuing education
• Free on-site gym
• Company Social Events
• Excellent company culture
• Modern office with Ocean view and amenities

Diversity and Inclusion

We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture but is a key contributor to our success. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran's status, color, religion, disability, sexual orientation and beliefs.