Customer Support Manager

ABOUT US

Founded in 2014, we offer the industry’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan. By combining thought leadership in suitability and risk management with industry-leading education and the latest technology, Supernova enables advisors to deliver holistic, goals-based advice and to help their clients achieve financial wellness. We partner with the industry’s largest banks, most prominent insurance companies and leading online brokerages to democratize access to securities-based lending and better the entire financial ecosystem.

JOB DESCRIPTION

We are seeking a dedicated and experienced Customer Support Manager to lead our team of Customer Support Engineers. In this role, you will ensure the delivery of high-quality service and the effective resolution of customer issues. You will also collaborate closely with other departments to improve processes and drive customer satisfaction.

RESPONSIBILITIES:

• Lead, train, and mentor a team of Customer Support Engineers, fostering a collaborative and high-performing environment.
• Designs and implements training programs for the team.
• Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
• Monitor and analyze customer support metrics to identify trends and areas for improvement. Develop and implement strategies and processes to improve customer satisfaction.
• Ensure the team meets or exceeds service level agreements (SLAs) for response times and issue resolution.
• Collaborate with other departments to relay customer feedback and to achieve the goal of customer satisfaction.
• Act as a client advocate within the company, ensuring their needs and concerns are addressed in product development and support processes.
• Maintain comprehensive knowledge of our platform, including updates, new features, and best practices in order to provide guidance to customers.
• Conduct performance management of subordinates.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 2+ years experience in a customer support or engineering role within a technical environment, with prior experience working with a SAAS platform.
• Excellent leadership and communication skills, with the ability to motivate and inspire a team.
• Highly organized and detail oriented.
• Strong problem-solving skills and the ability to handle escalated customer issues effectively.
• Ability to analyze data and metrics to drive decisions and improvements.
• Experience with customer support tools and software (e.g., Zendesk, Freshdesk).
• Ability to thrive in a fast-paced, dynamic environment.

OUR CORE VALUES

At Supernova, we...

- Form, execute, and communicate new ideas that add value to our employees and customers

- Strive through obstacles and failures

- Follow-through on promises or commitments to others, accept responsibility, and answer for actions & decisions

- Listen to, understand, and support our employees and customers

- Act with speed, positive attitude, and flexibility

- Exceed expectations and surpass ourselves every day; we embrace a sense of pride and never stop growing