Manager, Customer Support

BigTime Software is seeking a Manager, Customer Support to join our Phoenix office. This is an exciting opportunity to work side by side with a team of talented individuals who strive to deliver results and a great experience to our customers. The ideal candidate will be responsible for ensuring that our Support center operations run smoothly and that our customers receive the highest level of service.
Who is BigTime?
We've proudly been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,500 firms worldwide and tracking over $4 billion in billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry.
BigTime is a PE-backed company, headquartered out of Chicago, with offices in Chicago, Boston, Phoenix and most recently, expanding internationally. We've proudly been named on Crain's Best Places to Work 2 years in a row -- if you're motivated to join a hyper growth organization, we're eager to talk to you.
What You'll Be Accountable For:

• Provides strong, dynamic leadership that mentors, develops, and guides Team Members to efficiently leverage the value of every client contact, driving a customer centric culture
• Oversee the daily operations of the Support Center, ensuring efficiency and customer satisfaction by monitoring and leveraging metrics and KPIs resulting in high satisfaction with our customers.
• Monitor team performance and report on metrics.
• Maintain WFM / schedule for the team using Tymeshift.
• Analyze performance data to identify trends, set goals, and improve processes.
• Handle complex customer complaints or inquiries.
• Conduct regular coaching sessions to enhance team skills and knowledge.
• Conducts performance reviews, quality assessments and individual coaching meetings to support team members' growth and development
• Reviews SLA's and KPI's continually and prepares reports for management. Monitor performance in operations, efficiency, procedural and quality service to ensure that expectations are met with optimum levels of service delivery

Who You Are:

• Bachelor's degree in Business Administration, Communications, or a related field or equivalent experience
• 3-5 years in a SaaS, not IT, Support Center leadership role
• Excellent leadership, team management, and interpersonal skills.
• Proven experience fostering growth of team members through mentorship, coaching, and leading
• Technical Knowledge: programming languages, databases, API integration, and web services.
• Troubleshooting Skills: Ability to diagnose and resolve technical issues, including software bugs, user errors, and integration problems.
• Networking Knowledge: Familiarity with networking concepts, including DNS, TCP/IP, and firewalls, which can be crucial for resolving connectivity issues.
• Strong understanding of Support Center technologies and best practices. (WFM, Zendesk, Jira)
• Ability to analyze data, understand trends, and develop strategies for improvement.
• Exceptional problem-solving and decision-making abilities.
• Proficiency in relevant software, including Zendesk - (Admin Certification a plus)

As a Leader, you have significant experience with these foundational competencies:
Strategic Decision Making; The ability to develop a long-term vision and plan for the organization, and to make decisions that align with that vision. The ability to make tough decisions, often with limited information and in complex situations, and to consider the potential impact of those decisions on the organization. Staying focused on goals.
Innovation & Change Management; The ability to anticipate and navigate change within the organization, and to lead others through transitions. Strong understanding of need for change in high-growth environment. The ability to think creatively and to foster a culture of innovation within the organization. Willingness to think outside of the box and try new strategies.
Communication; The ability to communicate effectively with all stakeholders, both verbally and in writing. Ability to adapt communication style to different audiences. Ability to deliver compelling executive-level presentations, including board level presentations, story telling through the utilization of business and data insights.
Emotional Intelligence; The ability to understand and manage one's own emotions and those of others. Ability to use that understanding to build strong relationships and influence others. The ability to empathetically give feedback and execute Radical Candor as needed.
Team Building & Leadership; The ability to build and lead high-performing teams. Ability to develop and coach team members to reach their full potential. The ability to create an environment of collaboration and support on the team and foster a sense of safety. Service leadership skills. Sharing power, putting the needs of others first and helping people develop and perform as highly as possible.
Operational Acumen; Making data-driven decisions. The ability to establish KPIs effectively. Tying operations to numbers. Objectively evaluate team performance using healthy metrics. The ability to understand and manage financial resources effectively and to make sound financial decisions for the organization.
What We Offer:

• Competitive salary and a quarterly bonus
• Company pays 100% of benefits, including medical, dental, vision, disability and life insurance
• 401k with generous company match
• Paid Parental Leave & Access to Parently platform
• Hybrid work schedule - In office 3 times a week
• Generous time off and paid company holidays
• Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)
• Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water
• Company provided latest technology & software tools
• Chicago & Boston office offer onsite gym

EOE
Applicants must be authorized to work in the U.S. BigTime Software, Inc. is proud to be an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.