Customer Support Manager

Customer Support Manager 
Remote | Client Services | Full-Time

WHO WE ARE

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 4,000 financial institutions nationwide. As a five-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.
THE ROLE
The Customer Support Manager is someone with a proven track record for managing and scaling the day-to-day operations of customer support for our ERM products. Responsible for mentoring and coaching employees as well as managing metrics. A strong commitment to client excellence and the ability to implement and execute is a must. The Manager is the face of the company and responsible for translating the vision, strategic goals, and priorities of the company both internally and externally. 
 

YOU WILL

• Lead, motivate, and develop a high performing team of Support Specialists; consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements 

• Provide direction and communication to leadership team and employees to support the direction of organizational goals 

• Track bugs affecting users and work closely with product & development to prioritize cases effectively 

• Appropriately distribute workload and oversee case handling, escalations, and team projects 

• Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action

• Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action 

• Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc. 

• Ensure that Support KPIs/SLAs are met or exceeded 

• Manage staffing needs to ensure appropriate coverage for all products 

• Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement 

• Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer 

• Partner with cross-functional leaders to drive initiatives that serve the voice of the customer 
   

YOU BRING

• Five years minimum experience of directly managing a customer support team 

• Seven years of customer service experience 

• Three years’ experience in supporting a SaaS product 

• Bachelor’s degree or combined experience required 

• Experience in coaching and mentoring a support team

• History of managing and scaling a high-volume support team 

• Proven problem solving and negotiating skills 

• Strong analytical background 

• Excellent written and verbal skills 

• SalesForce Experience; especially Service Cloud preferred

• Call Center software/reporting experience preferred

• Strong Excel background preferred

WE OFFER

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days
• And much more!
   

Compensation Information

Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $100,000 to $120,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.