Customer Support Manager

The Customer Support Manager will oversee the daily operations of the Customer Support team for Business Wire, ensuring that team delivers high-quality service to our clients, both internal and external. The Customer Support team fills roles in both technical and business processes and a good candidate for Customer Support Manager should be comfortable with both aspects. Responsibilities for this role will include setting clear performance goals, tracking and reviewing ticket correspondence, educating the team on new products and services, develop and modify customer service best practices for the organization, resolve customer inquiries in a prompt fashion, and collaborate with other departments to streamline cross-departments processes. The ideal candidate for this role should have an intense passion for client satisfaction, advanced multi-tasking capabilities, superb customer service skills and a strong drive for problem-solving.

• Manage the day-to-day operations of the Customer Support team including internal and external staff
• Respond to and resolve escalated customer support issues quickly and efficiently
• Ensure all customer support requests are logged, prioritized, and resolved
• Develop, implement, and enforce customer support policies and procedures
• Lead Customer Support team in creating a robust process documentation library and regularly review existing documentation for accuracy
• Train and mentor customer support staff
• Prepare and present detailed reports on customer support activities, including individual and team performance
• Conduct regular review of external partner performance and operations, provide feedback to internal leadership
• Perform regular customer support process reviews to identify areas for improvement and optimize operations
• Conduct performance evaluations and manage disciplinary actions as needed
• Ensure coverage for 24x7x365 customer support operations
• Monitor and analyze support metrics to identify trends/variances to recommend changes in strategy and business to improve individual and team performance
• Become a subject matter expert across all Business Wire client facing applications
• Make appropriate recommendations/forecasts regarding call volume and staffing needs
• Work collaboratively with internal and external leadership to ensure high quality care and service
• Monitor, assess, and respond to incoming customer support requests via phone & email as needed
• Ensure that all support actions are thoroughly documented in Jira tickets by the team
• Define, implement, and maintain superior customer support processes based on best practices
• Hire, onboard, and evaluate new customer support employees
• Collaborate with leadership on long-term strategy for customer support operations
• Support key initiatives as defined by management

• 5+ years’ experience providing customer support
• 3+ years in a leadership role for a customer support organization
• Excellent people skills to build effective relationships at all levels of the organization, as well as with customers/partners
• Strong problem-solving and conflict-resolution skills
• Proven communication, organization, documentation, and time management skills
• Ability to exercise excellent judgment while dealing with sensitive and confidential information
• Extensive experience utilizing Jira ticketing (or other ticketing systems)
• Must be able to demonstrate consistent follow-through and ownership of outstanding issues and escalations
• Ability to deliver effective training
• Reporting and data analysis skills
• Ability to pivot priorities while ensuring deliverables are completed on time

• The base salary range for this position is $110K to $120K/year.  Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.  Business Wire reserves the right to modify this salary range at any time.

• Business Wire’s total rewards include:
• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!