Manager, Support

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

📋 Description

• Oversee a team of client support specialists delivering technical product assistance.

• Manage the daily workload of the team to achieve necessary service volume and quality standards.

• Monitor and evaluate client feedback and resolutions.

• Provide coaching and constructive feedback during regular one-on-one meetings.

• Assist with critical customer escalations.

• Evaluate, suggest improvements, implement, and analyze KPIs to enhance team performance and client satisfaction.

• Prioritize escalation requirements and prepare insights for weekly discussions with Support Directors.

• Perform Support QA testing and communicate findings and risks in company-wide meetings.

• Aid in product documentation and training as a subject matter expert.

• Analyze reporting metrics and client sentiment to pinpoint areas for enhancement.

• Compile team data and insights for monthly leadership Business Reviews.

• Assess client requirements, workload, and capacity, adjusting staff resources as necessary.

• Engage in performance management, evaluations, and recruitment activities.

• Assist with the rollout of processes in adjacent departments.

• Work collaboratively with Operations management and cross-functional leaders to address issues and implement solutions.

• Advocate for improvements in client experience, as well as enhancements in Product, Service, and Process initiatives.

• Ensure that both individual and team knowledge of products, services, and platforms is maintained.

• Provide after-hours, weekend, and holiday coverage as needed.

⛳️ Requirements

• Bachelor’s Degree or a comparable combination of education and experience.

• Over 3 years of experience in a technical support setting.

• Preferred experience in the technology sector.

• Proficient in Office 365, including Microsoft Word, Excel, PowerPoint, and Outlook.

• Proven ability to learn and comprehend complex office software applications.

• Preferred experience with client support ticketing and phone systems; familiarity with Zendesk and Purecloud is beneficial.

• Strong leadership, development, and organizational capabilities.

• Outstanding verbal and written communication skills.

• Capable of prioritizing tasks and managing multiple responsibilities.

• Excellent time management skills.

• Familiarity with Salesforce, Zendesk, and Azure Dev Ops is advantageous.

• High attention to detail.

• Ability to work in a standard office environment.

• Capability to manage extended periods of computer-based tasks, including phone work.

• Domestic and/or international travel may be required, estimated up to 5%.

🏝️ Benefits

• Comprehensive healthcare options.

• Flexible paid time off.

• Flexible work schedules.

• Paid time off for vacations.

• Up to 80 hours of paid sick/safe leave.

• 11.5 days of fully paid holidays.

• 401(k) contribution match of 100% up to 3%.

• Paid parental leave.

• Employee Assistance Program offering no-cost in-person or virtual counseling.

• Reimbursement for professional development.

• Employee recognition and rewards through Nectar, which includes redeemable award points.