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.

• Oversee support activities and ensure prompt resolution of customer inquiries and concerns.

• Track and report on support performance metrics, such as response time, resolution time, and customer satisfaction levels.

• Mentor and offer professional development opportunities to team members.

• Supervise the resolution of escalated customer issues.

• Work collaboratively with engineering, product development, and other internal teams to resolve issues and share knowledge.

• Contribute to initiatives aimed at improving support processes.

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

• Assist in the recruitment and onboarding of support personnel.

• Analyze support trends and recommend enhancements.

• Undertake additional tasks and adapt to evolving priorities and project requirements.

⛳️ Requirements

• A minimum of 5 years of experience in customer support.

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

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

• Practical experience with Microsoft Office Suite.

• Familiarity with ticketing systems, such as Salesforce and Zendesk.

• Experience with general system administration tasks.

• Background in project management.

• Previous experience leading cross-functional projects or teams.

• Knowledge of Salesforce, Jira, and other ticketing systems.

• Capable of managing escalated issues and working across different functions.

• Understanding of conflict resolution and de-escalation techniques.

• Strong leadership and team management capabilities.

• Excellent communication and problem-solving skills.

• Ability to remain seated for extended durations and frequently use computers and office equipment.

🏝️ Benefits

• Competitive benefits and compensation package.

• Coaching and professional development opportunities.

• Equal Opportunity Employer.