Manager, Customer Support

$60000 - $75000/year

Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.

Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.

Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.

We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India.

Job Description

The Customer Support Manager is a key member of the customer support leadership team responsible for enabling the customer support team to collectively and individually deliver successful business outcomes focused around productivity of resolving customer issues and providing a positive customer experience.

Essential job functions included but are not limited to the following:

• Manage frontline contact center support representatives and solution center analyst
• Execution of quality program including call monitoring and chat/case monitoring
• Developing customer support team through interviewing, hiring, assessing performance, coaching and giving feedback
• Provide direction and guidance to representatives and analysts to ensure adherence to company policies
• Ensuring targeted service and performance standards are achieved or exceeded.
• Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support.
• Ability to create and execute team vision and direction to support company goals
• Identify and implement changes in method, process, systems and technologies to improve operations, efficiencies, effectiveness and metrics 
• Manage customer relationships to ensure world class experience for the support of Vertafore products
• Manage the communication of product outages and new or recurring problems to product management, product development, data center, customer facing employees and customers
• Manage customer escalations
• Proactively contact customers regarding information attained through customer surveys
• Work closely with managers from other departments to identify solutions for customer problems and improving processes to increase efficiency across all departments 

Knowledge, Skills and Abilities:

Qualifications:

• Bachelor's degree or equivalent of experience
• 3+ years managerial or equivalent leadership experience within a software support center environment
• 1+ years project management experience
• Experience working in a business to business environment
• Hands-on experience managing contact center operations teams, including resources management, incident management, business continuity and data analysis
• Experience in leading through significant process, organizational and system changes with positive results
• Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units 

Additional Requirements and Details: 

• Travel may be required up to 10% of the time.
• Occasional lifting and/or moving up to 10 pounds.
• Frequent repetitive hand and arm movements required to operate a computer.
• Specific vision abilities required by this job include close vision (working on a computer, etc.).
• Frequent sitting and/or standing.

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Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Vertafore is a drug free workplace and conducts preemployment drug and background screenings.

The selected candidate must be legally authorized to work in the United States.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship. 

Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.