Manager, Customer Support - LINQ ERP

Who We Are: 

We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual.

We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon: expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence. 

LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential. 

LINQ’s Values: 

• Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained. 

• Deliver Excellence: We consistently exceed our clients’ expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships. 

• Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation. 

• Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force. 

This position is 100% Remote, but Candidates must reside in the state of North Carolina

· Drive Client Satisfaction with LINQ

· NPS above 40

· CSATScore Average: 9.00

· Answer all inquiries within 4 business hours of receipt.

· First Contact Resolution: 85%

About The Role:

· This position is responsible for the support of multiple ERP product solutions for EMS LINQ and reports to the Director Client Support.

· Ensure client success using software products through all available support channels.

· Provide support that meets service level agreement.

What You'll Be Doing:

· Responsible for ensuring Client Care team has all necessary information, tools, training, and skills needed to successfully

execute team goals and responsibilities.

· Professional, courteous, and respectful interactions with clients and team members – a core value.

· Responsible for assisting in the success of strategic projects to best meet and predict client needs.

· Assist in organization and management of solution roll outs for system issues.

· Provide the support team guidance on level 1 and level 2 product issues and how to manage client expectations.

· Assist in organization and management of system updates.

· Oversee and provide best practices for product support.

· Communicate strategic product or client goals internally.

· Create and submit weekly reports on team productivity in the format requested by the VP of Client Support.

· Execute call backs for any CSAT surveys that are less than satisfactory and document for Account Manager.

· Assist in ensuring clients are properly educated about existing and new functionality.

· Manage a team of employees, team goal attainment, coaching and training opportunities, unlimited PTO management against

business needs- including any on-going personnel issues.

· Queue management for all ERP products.

· Be alert for issues so they can be resolved.

· Ensure proper documentation of enhancement requests and software defects via cases for Escalations Team

· Maintain and increase comprehensive working knowledge of the product line and support resolutions.

· Contribute to and assist team in contributing to knowledge-based articles (internal and client facing).

· Could be required to travel onsite for client training.

Total Rewards:

Remote working environment

Ability to work in a physical office, if near one of our offices (Wilmington, Irvine, and Austin)

One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested)

Company Bonus Plan or Target Sales Commission Plan

Flexible Open Paid Time Off Plan

Paid Parental Leave Policy

10 paid holidays

16 hours of paid volunteer time

Blue Cross Blue Shield benefit network (medical/dental/vision)

Low-deductible PPO option or HDHP option with employer contributed HSA

Dental with child orthodontia

100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance

Health and wellness benefits including gym and Headspace reimbursement

Professional development opportunities

EOE Statement/Accommodation Notice:

LINQ is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact [email protected]. This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.