Support Manager

The Role

The Manager, Support Team is responsible for ensuring the success of Fusion's client support process. This role is responsible for driving client adoption and satisfaction by ensuring the support team promptly and accurately responds to client support requests and provides guidance on features to increase client enablement.

This role provides professional development support and guidance for all team members, organizes and prioritizes work assignments, ensures team members are getting the technical support they need from the Support Team Lead or Technical Architecture teams, develops and updates processes, and manages client escalations. A successful candidate helps raise the knowledge level and professionalism of the team, ensures metrics are accurate, collaborates with each team member to accomplish their individual professional development goals, identifies and acts on processes needing improvement, and celebrates team wins.

Responsibilities

• Ensure efficient management of the support case queue and individual cases, in order to provide clients with effortless engagements with Fusion's support team
• Coach team to ensure they are guiding clients to leverage available Fusion resources (e.g., Fusion Central, Training, Support, Community Exchanges, product spotlights, etc.)
• Identify risks to client satisfaction
• When necessary, escalate issues to the appropriate management team member proactively to ensure full resolution
• Provide continual evaluation of processes and procedures through the management of a suite of reporting metrics to identify trends and opportunities to improve operations, efficiency, and service to both internal and external clients
• Collaborate cross-functionally within Fusion to communicate trends and solve areas for process improvement
• Guide and coach support analysts in their professional development
• Assess the skills and capabilities of each team member through weekly check-ins and semi-annual performance reviews
• Lead the interview process for new team members
• Facilitate strategic support team initiatives
• Coordinate training as needed with Fusion Management

Knowledge, Skills, and Abilities

• Bachelor's degree or higher preferred
• 3-5 years of relevant experience as defined by the responsibilities listed above
• Demonstrated experience in leading enterprise-level engagements
• Professional written and verbal communication skills
• Customer support oriented
• Previous experience leading teams is desired
• Ability to be a self-starter, working independently and as part of a team

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.