Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily software support operations, ensuring prompt resolution of incidents and service requests.

• Lead, mentor, and develop the Support team while cultivating a collaborative, accountable, and customer-centric environment.

• Act as the main escalation point for intricate customer, software, and production issues.

• Track and manage SLAs, response and resolution times, ticket backlog, system uptime, and other critical support metrics.

• Collaborate with Development, QA, Systems, and Operations teams to diagnose defects, conduct root-cause analysis, and implement corrective measures.

• Prioritize issues affecting customers, software bugs, and enhancement requests based on business and customer priorities.

• Facilitate software releases, patches, upgrades, and production deployments, ensuring that changes are tested, documented, communicated, and supported.

• Review incident and ticket trends to pinpoint opportunities for enhancing support processes, system reliability, and customer satisfaction.

• Create and maintain support procedures, troubleshooting guides, knowledge-base content, and training resources.

• Ensure the Support team is equipped with the necessary tools, access, training, and resources to effectively assist customers.

• Provide management with regular updates on support performance, trends, escalations, and operational metrics.

• Maintain effective communication with customers and internal stakeholders throughout the incident resolution process.

• Propel continuous improvement through incident reviews, knowledge sharing, process enhancements, and adherence to support best practices.

⛳️ Requirements

• A minimum of 3 years of experience leading or managing a software support team.

• In-depth understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations.

• Proficient in administering a ticket management platform; experience with Zendesk is preferred.

• Background in supporting SaaS or ERP software is preferred.

• Strong written, verbal, analytical, and problem-solving abilities.

• Proven capability to take ownership of complex issues and guide them to resolution.

• Excellent planning and organizational skills with a keen attention to detail.

• Ability to collaborate effectively with customers as well as technical and business teams.

• Experience in coaching team members, providing performance feedback, interviewing candidates, and conducting performance evaluations.

• Familiarity with JIRA and Confluence.

• Basic knowledge of databases such as SQL or Oracle is preferred.

• A Bachelor’s degree in a technical field is preferred.

🏝️ Benefits

• Diverse work environment.

• Commitment to equal opportunity employment.

• Reasonable accommodations for individuals with disabilities.

• Support for professional growth.

• Opportunity to share ideas and make a significant impact.

• Involvement in aviation technology innovation.