Tier 3 Customer Support Manager

The Tier 3 Customer Support Manager at Keyfactor is responsible for leading the support operations, mentoring a team of support engineers and team leads, managing high-priority escalations, overseeing service delivery, and ensuring adherence to SLAs. This role includes providing training and development opportunities for team members, analyzing support metrics, fostering collaboration between departments, and enhancing the knowledge management system to support effective operations.

To be considered for the Tier 3 Customer Support Manager role at Keyfactor, candidates should have a Bachelor’s degree in Computer Science, Information Technology, or a related field, along with strong experience in customer support, including leadership roles. Relevant knowledge in cryptography and PKI solutions is essential, as well as analytical skills for data analysis and project management experience.

Keyfactor places a high emphasis on customer satisfaction by employing strategies such as timely communication during escalations, rigorous adherence to service level agreements (SLAs), and continuous improvement initiatives within the support team. The Tier 3 Customer Support Manager collaborates with internal teams to resolve issues proactively and to ensure that customer feedback drives product enhancements and service optimizations.

The work culture at Keyfactor emphasizes trust, teamwork, and innovation. As a Tier 3 Customer Support Manager, you will contribute to a collaborative environment that values employee growth and diversity. Keyfactor promotes a balanced work-life culture with unique initiatives such as comprehensive benefits, volunteer days, and a focus on personal and professional development, making it a commendable workplace.

Career growth for a Tier 3 Customer Support Manager at Keyfactor is robust, with opportunities for ongoing training, leadership development, and cross-functional collaboration. Employees are encouraged to pursue professional growth initiatives, participate in talent development meetings, and share knowledge, ensuring that career advancement aligns with individual aspirations and the company's objectives.

In handling escalations, I prioritize swift and effective communication with the customer to understand their concerns. I assess the situation, collaborate with relevant internal teams, and implement a strategic plan to resolve the issue efficiently. I also ensure to keep the customer updated throughout the process to maintain trust and satisfaction.

To build a strong customer support team, I focus on mentorship, regular training, and fostering a culture of open communication. I implement performance evaluations to provide constructive feedback and create development plans tailored to each team member's strengths, ensuring continuous growth and adaptability.

Certainly! I once dealt with a major outage that affected several high-profile clients. I coordinated with our engineering team to identify the root cause, streamlined communication to affected clients, and provided timely updates until the issue was resolved. This proactive approach not only restored service quickly but also strengthened client relationships through transparency.

I measure customer satisfaction primarily through post-case surveys, NPS scores, and analyzing support metrics. I regularly review feedback to identify trends and areas for improvement, ensuring that our support strategies are aligned with customer needs and expectations.

I have substantial experience working with ITIL frameworks, which has enlightened my understanding of best practices in IT service management. Implementing ITIL principles allows me to improve service delivery, manage risks effectively, and ensure that our customer support operations are aligned with business goals.

To ensure effective collaboration, I would establish regular cross-departmental meetings to discuss ongoing issues and feedback. Creating a shared environment for documentation and fostering an open communication culture would allow us to address escalations promptly and collaboratively, ultimately improving our service.

My approach to continuous improvement involves regularly assessing team performance metrics and soliciting feedback from both customers and team members. I encourage an open dialogue regarding challenges and innovative ideas that can enhance our systems, processes, and overall service quality.

Team culture is crucial in customer support as it directly affects employee morale and performance. A positive culture encourages collaboration, professional growth, and a shared commitment to customer satisfaction. By building a supportive environment, we empower team members to deliver their best work.

I stay updated by participating in webinars, attending industry conferences, and networking with other professionals in the field. Additionally, I regularly review industry publications and leverage insights from customer feedback to remain agile and informed about emerging trends and technologies.

I utilize a mentoring approach for training new support engineers, combining shadowing experienced team members with hands-on experience. I create structured training modules that cover key concepts and tools they will use, promoting a deep understanding of our products and customer support principles.