Manager, Customer Support

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Create high performance environment for team members
• Manage all aspects of direct staff (onboarding, performance, merit, warnings) development and recruitment
• Coaching direct reports through one on ones to meet their personal and professional goals.
• Analyzing and interpreting call center reports, managing resources to meet team KPIs,
• Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product.
• Proactively communicate trends and internal and external pain points based on data analysis.
• Evaluating processes for continuous improvement and coordinating for betterment of the process
• Manage escalations from internal and external sources.
• Proactively communicate key challenges, priorities, staff changes or requirements to your leader in a timely manner

QUALIFICATIONS:

• 5-10 years’ experience in Customer Support is required
• 3 years; experience as a team lead or Sr. Customer Support Representative
• Experience with Salesforce or a similar ticketing system preferred
• Post graduate education is preferred but not required
• Experience in working in a SaaS type company is preferred but not required
• Previous experience managing a downline with multiple Team Leads and multiple products preferred
• Advanced analytical skills
• Advanced coaching, development and listening skills

KNOWLEDGE/SKILLS/ABILITIES:

• Excellent communication skills help to help forge meaningful relationships
• Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly
• Ability to prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team
• Detail-oriented nature to help identify opportunities to improve processes
• Ability to speak, read and write fluently in English is required
• Proficient in Microsoft Office applications (Outlook, Excel, SharePoint and Word)