Manager, Customer Support

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Manager of Customer Support is responsible for managing and overseeing the daily workflow of the customer support team. This position will provide leadership and support to the customer facing teams while we provide the best customer service among all our products. The Manager of Customer Support will guide staff to create the best experience possible for the customers while aligning with Procare’s mission and values.

What You’ll Do

• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Maintains staff by recruiting, selecting, orienting, and training employees
• Ensures a safe, secure, and legal work environment
• Develops personal growth opportunities
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results
• Coaches, counsels, and disciplines employees
• Develops, coordinates, and enforces systems
• Establishes strategic goals by gathering pertinent business, financial, service and operations information
• Defines objectives, identifies and evaluates trends and options, chooses a course of action and evaluates outcomes
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variance, and initiating corrective actions
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements
• Contributes to team effort by accomplishing related results as needed
• Grow multiple support organizations into one customer focused methodology
• Ability to lead teams that are supporting multiple software platforms including SaaS, on premise and mobile applications
• Develop a continuous mentorship program and training opportunity for employees
• Empower team members in providing exceptional customer service to both external and internal customers
• Partner with internal leadership to align customer service department policies and systems with the company's objectives
• Work with cross-functional teams to score customer health and identify at-risk customers
• Oversee customer issues and ensure effective and long-term problem resolution
• Build and refine reporting capabilities as part of continuous improvement efforts; building and regularly reporting on team and individual results
• Design and report individual and departmental performance metrics for continuous improvement
• Direct the departmental improvement team in the creation and monitoring of key process improvement measurements and their graphic display
• Ensure an efficient training program is in place, including written documentation of competencies necessary to be successful at the job, classes and courses required for the job as well as keeping records of those classes and courses that have been completed
• Develop departmental team goals, action plans, and timetables
• Ensure that work resources are reviewed and updated as needed
• Develop a cultural of continuous learning for multiple support teams
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction
• Set performance standards to meet service goals
• Coach Customer Service Team to achieve high performance
• Work continually towards self-development to stay current on customer service, sales and supervisory procedures & practices
• Interact and present to leadership detailed initiatives and results
• Strong technical knowledge of Windows based products and services

Requirements

Our Ideal Candidate will have…

• Experience building and scaling a customer success ideally in support of SMB SaaS products
• Experience working with Salesforce Cloud
• Experience with integrating People, process and systems - creating new processes based on these integrations
• Ability to drive KPI performance
• Extensive experience with Net Promoter Score Surveys (NPS)
• Leadership skills
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• Bachelor’s degree preferred or relevant experience
• 4+ years relevant experience, preferably with banking, financial services in the software industry
• Knowledge of Payment Operations industry, products, and services
• Relevant certifications a plus

Benefits

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• Paid Parental Leave
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$60k-$80k DOE

Location

This position is based in our Denver office. We are currently in a flexible hybrid in-office/remote working model based on local COVID-19 health regulations and business needs. Candidates must be willing and able to work from our Denver office a few days a week.