Manager of Product Support

Finalsite is the preferred website communications enrollment and marketing platform of more than 7000 schools and school districts in 119 countries around the world. The company’s people products and services transform how schools connect and engage with their community recruit students and staff and fundraise; while managing the complex requirements around data privacy accessibility hosting and security. Finalsite products and services include award-winning website designs a robust content management system mass communications tools a powerful enrollment management system innovative inbound marketing tools data integration training support and marketing consulting. Finalsite is headquartered in Glastonbury CT USA with employees who work remotely in nearly every state in the U.S. as well as Europe South America and Asia. For more information please visit www.finalsite.com .

VISION

Finalsite will transform the way school communities engage with their schools. SUMMARY OF THE ROLE

The Manager of Product Support is responsible for overseeing the successful operation of the Product Support team ensuring attainment of key performance metrics and the delivery of top-tier customer service.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

• Act as a key point of escalation for customer incidents and inquiries.

• Manage the support of clients via ticketing phone chat and social media channels in a timely manner.

• Train and coach colleagues and clients on specific Finalsite products due to their advanced level of knowledge.

• Ensure scheduled coverage across phone and chat channels.

• Undertake strategic initiatives to optimize performance across the Support team to meet key performance indicators and budget delivery

• Hire and onboard new hires for seasonal volume and scaling needs.

• Daily participation in team stand-up meetings leading meetings as needs dictate

• Stay up to date (through software update blogs new help center articles and trainings) on new product features and improvements as well as web trends

• Provide support training best practice and implementation assistance across our Content Management System and suite of products.

• Troubleshoot investigate and create detailed software bug reports and product enhancement requests.

• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.

• Participation in the Support Management escalation process for site outages time-sensitive and mission-critical client needs and other major incidents.

• Assistance with client training in collaboration with the Product Education team or Sales demo calls as needs may dictate.

QUALIFICATIONS AND SKILLS

• Demonstrated leadership as a member of the Product Support team (5+ years) serving in a customer service or technical support capacity.

• Oversight and delivery of team budget.

• Associate’s or Bachelor’s degree preferred or commensurate experience.

• Experience with websites built via content management systems (Wordpress Squarespace Wix Weebly Joomla etc.) preferred.

• Ability to cover evening and weekend hours as required.

Link to All Staff Competencies and Mental and Physical Requirements

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities however these opportunities are limited to permanent residents of the United States. Current residency as well as continued residency within the United States is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security where possible apply through our company website at finalsite.com/jobs.