Manager, Customer Support

Want to help us simplify the world of data management?
HOW YOU’LL SPEND YOUR TIME HERE

• Recruit, lead, and develop Technical Support Staff and drive positive outcomes by equipping them with vital tools and training.
• Thrive to build positive relationships with customers and provide first-rate customer happiness by meeting or exceeding case handling and issue resolution goals.
• Responsible for running escalated cases from all sources and lead root cause analysis.
• Demonstrated ability to build and handle performance metrics to support outstanding customer happiness and efficiency of resources.
• Ensuring Support procedures are implemented and followed by Work Force Leads and their teams
• Be a steadfast internal advocate for our customers, and represent our customers in discussions about product direction
• Throughout the course of the day, be responsible for making a number of judgment calls and decisions pertaining to customer interactions, case handling, partner concerns, personal issues, amongst others.
• Maintain an open-door policy for the team individuals, develop outstanding relationships with TSEs and peer managers.
• Work in a collaborative environment to develop and implement plans / initiatives to improve day to day efficiency while positively impacting both customer experience and employee satisfaction.

WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

• 10+ Years of experience/ demonstrated ability in the services industry.
• 2+ years of experience in IT software and hardware customer facing technical positions.
• 5+ years Management/Supervisory experience.
• Solutions driven based on strong operational and strategic reasoning.
• Ability to understand technical concepts and assess the impact on customer facing issues.
• Passion driven ability to make decisions based on data.
• Commanding knowledge of customer service operations and remote technical support standard methodologies and processes.
• Ability to lead the teams in times of change.
• Demonstrable record of successfully managing teams within the software services industry.
• Flexibility to work staggered days covering the weekends (Tuesday to Saturday OR Sunday to Thursday)

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