Manager, Customer Support

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Manage the daily operations of the product customer support team.

• Supervise daily support functions and ensure prompt resolution of customer inquiries and challenges.

• Track and report on response times, resolution times, and customer satisfaction metrics.

• Mentor team members and offer professional development opportunities.

• Address escalated customer issues, ensuring that complex problems are resolved swiftly and accurately.

• Collaborate with engineering, product development, and other internal teams for issue resolution and knowledge sharing.

• Contribute to initiatives aimed at improving support processes.

• Ensure compliance with policies, procedures, and quality standards by staff.

• Assist in the recruitment and onboarding of new support personnel.

• Analyze support trends and proactively tackle recurring issues.

• Adapt to shifting priorities and undertake additional assigned responsibilities.

⛳️ Requirements

• Minimum of 5 years of experience in customer support.

• At least 2 years of experience in a leadership position.

• Bachelor’s degree in Business, Computer Science, or a related field is preferred.

• Proficient in Microsoft Office Suite.

• Experience with ticketing systems such as Salesforce and Zendesk.

• General experience in system administration.

• Project management experience.

• Previous experience leading cross-functional projects or teams.

• Strong leadership and team management capabilities.

• Excellent communication and problem-solving skills.

• Familiarity with Salesforce, Jira, and other ticketing systems.

• Ability to manage escalated issues and work collaboratively across functions.

• Knowledge of conflict resolution and de-escalation techniques.

• Capability to remain seated for extended periods and frequently use computers and office machinery.

🏝️ Benefits

• Competitive benefits and compensation package.

• Opportunities for coaching and professional development.