Customer Support Manager

Who We Are

CBORD and Horizon are the world's leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

DREAMteam (how we refer to all of us) You're engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent.

You're a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks.

You're an extension of our talent acquisition team - always scouting top talent to join our team.

The Customer Support Manager will direct, lead and motivate the Technical Support team by collaborating, identifying and owning opportunities to apply efforts toward continuous improvement of efficiency and delivery of service experience to CBORD and Horizon clients.

The Manager is responsible for recruitment, performance management, employee development, and talent retention as well as making policy and procedure decisions. The Technical Support department is responsible for analyzing, troubleshooting and resolving customer issues and questions via phone, email and other methods while maintaining a high level of customer satisfaction. The Technical Support department acts as the primary liaison between the client and CBORD and Horizon.

What You'll Be Doing

• Manage the day-to-day for the Technical Support team, providing the support and direction needed for the business and customer success
• Provide subject matter expertise and champion the general aspects of the job, including knowledge of relevant software computer applications and hardware
• Coach, train and guide team members including monthly performance checks and setting goals
• Assist with identifying, coordinating and conducting job training for team members
• Develop and maintain required policies, processes, and procedures for the operation of the Technical Support team
• Deliver monthly business reviews illustrating team performance, lessons learned/why issues occurred and actions in place to avoid repeats
• Identify and implement new processes and procedures that support continuous process improvement
• Coordinate efforts of supervisors and Technical Support staff to assess and implement process changes
• Provide active coaching and feedback to drive continual performance improvement of the team
• Serve as a point of escalation for customer issues, ensuring appropriate resources are engaged for timely action and resolution
• Maintain direct responsibility for all support staff recruitment, performance management, employee development, and talent retention
• Ensure the Technical Support team operates smoothly and efficiently in a 24/7 environment, including after-hours emergency support
• Utilize department metrics to improve productivity and performance
• Ensure service levels standards are achieved

What You'll Bring to the Table

Bachelor's degree in business application areas, Computer Science, or a related field; or relevant work experience desired

• 7+ years of customer-facing software support experience as well leadership responsibility
• Success in a supervisory capacity of a professional staff with varying levels of skill and development of onsite and remote employees
• Previous SAAS environment experience
• Experience in utilizing CRM software
• Knowledge of the industries CBORD and Horizon support is desired
• Previous history of on-boarding new employees and creation of training material
• Commitment to supporting the growth and success of those who work for and around you
• Demonstrated personnel management and coaching skills
• Strong communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Strong interpersonal skills with ability to consistently lead, train and monitor the work of other employees within the assigned team
• Strong knowledge of customer service principles and practices with previous customer experience
• Strong analytical and problem-solving skills with proven ability to solve complex issues
• Strong technical leadership by having the ability to facilitate knowledge transfer, repository, etc. to reduce repetitive questions from team members
• Strong conflict management skills, including the ability to handle escalations with limited management intervention
• Strong personal leadership skills with the ability to interact with team members, peers, and management in a professional and mature manner
• Strong project management skills with the ability to lay out a plan and timeline highlighting dependencies, needs, and critical paths in order to attain end goal
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Flexibility to work well in a team environment and be available off hours
• Ability to work independently and apply discretion while solving problems
• Expert proficiency in MS Office

What's Good to Know

• Willing to assist during emergency situations, which may require nights or weekend work
• Ability to make business trips, as needed. Usually no more than one trip of several days per quarter

Who You'll Work With

• Technical Support team
• Technical Support Management team
• Other team members across all departments (Support, Development, Product Management, QA Sales, Supply Chain, Professional Services)
• Clients/Customers
• Third party vendors

Why be a part of the DREAMteam (DREAMperks) Stay Healthy

• Eligible team members have access to a robust health insurance plan on their first day of employment
• To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
• Access to an Employee Assistance Program

Enjoy Time-Off

Eligible team members are granted with the following paid time off annually:

• Vacation: 15 vacation days; pro-rated during the first year
• Holidays: 10 paid holidays each year
• Sick Time: 5 sick days; pro-rated during the first year
• Personal days: 3 personal days; pro-rated during the first year

Plan for the Future

• Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Make an Impact

DREAMcares (The Company's outreach initiative to support our extended community)

• Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization

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https://www.cbord.com/employee-candidate-privacy-notice

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)