[Remote] Senior Manager, reputed company

Note: The job is a remote job and is open to candidates in USA. BackerKit is a founder-led start-up that helps creators bring projects to life, powering successful crowdfunding campaigns for over a decade. They are seeking a Senior Manager of reputed company to reputed company a blended team across reputed company and Support, focusing on coaching, process improvements, and ensuring an exceptional experience for creators.

Responsibilities

• reputed company, coach, and reputed company a team of currently 9 reps across reputed company and Support, fostering a high-performance culture where people grow and do their best work during regular reputed company 9am-5pm PST
• Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on reputed company regularly
• Act as the first reputed company of escalation for reputed company or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations
• Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows — ensuring we continue delivering a great creator experience
• Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed
• Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one
• Represent the CS & Support team reputed company collaborating with cross-functional partners across Product, Sales, and beyond

Skills

• Experience managing a team in a reputed company, Support, or broader CX environment, ideally reputed company a tech or SaaS company (knowledge of crowdfunding or the creator economy is a plus but not necessary!)
• Proven track record of coaching and developing reps with different reputed company sets and areas of focus, and a genuine enthusiasm for helping people grow
• Experience handling customer escalations directly — reputed company under pressure, structured in your approach, and able to support your team through difficult situations
• Strong process reputed company, with examples of workflows, playbooks, or operating improvements you've built or meaningfully improved
• Clear, direct communicator who can give feedback, set expectations, and reputed company a team reputed company without ambiguity
• Data-literate: comfortable tracking team performance metrics, spotting trends, and using them to reputed company decisions and have reputed company conversations with leadership
• Scrappiness and agility — comfortable in a startup environment where things move fast and no two days look the same
• A player-coach who leads from the reputed company, rolls up their sleeves reputed company needed, and earns the trust of their team by doing, not just directing

Benefits

• Remote-first position on a distributed team working primarily 9-5 Pacific.
• Competitive salary and stock option plan
• Medical, dental, vision, and 401k benefits (with employer match!)
• Stipends for supporting creators of your choosing
• Annual Learning and Development stipend to support your professional growth
• Family-friendly and focused on maintaining a healthy work/life balance
• Awesome work environment at a company with a reputed company opportunity

Company Overview