Customer Support Manager

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

📋 Description

• Supervise the team's daily responses to customer incidents and requests.

• Adhere to established policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests; meticulous attention to detail in coding and documenting tickets is crucial for accurate reporting and maintaining historical ticket data.

• Actively monitor assigned open tickets, reach out to customers, and update tickets in a timely manner.

• Continuously assess staff phone availability and make real-time adjustments to schedules to consistently achieve service level objectives.

• Drive performance towards Customer Support KPIs.

• Collaborate closely with US teams to offer extended global support hours.

• Lead the team in delivering complex responsive support to clients during regular business hours, particularly during early and late shifts, and as designated for on-call duties or as requested by management; minimal on-call shifts are expected.

• Ensure the team completes all daily tasks and projects as requested, punctually, with a focus on detail and quality.

• Deliver outstanding customer service through the communication methods specified by Relativity.

• Provide guidance and implement company policies across broader team(s) or sub-department.

• Translate business objectives and determine how to allocate resources effectively to meet schedules and goals.

• Manage issues with diverse and ambiguous scopes that require assessing various factors and current business trends.

• Coach and mentor employees to enhance their technical skills and knowledge related to Relativity.

• Develop and manage schedules and performance expectations.

⛳️ Requirements

• Minimum of three years of effective leadership experience in a team or department.

• Client-focused with the ability to comprehend expectations.

• Strong professional written and verbal communication skills.

• Capability to manage multiple tasks and projects efficiently.

• Experience in leading or managing a call center or help desk team.

• Familiarity with ITIL standards and best practices.

• Experience with Relativity is advantageous, though not mandatory.

• Knowledge and industry experience in eDiscovery/eDisclosure is a plus, but not required.

• ITIL Foundations certification is beneficial, but not essential.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• Parental leave for both primary and secondary caregivers.

• Flexible work arrangements available.

• Two week-long company breaks each year.

• Additional time off provided.

• Long-term incentive program offered.

• Training investment program to support employee development.