Customer Support Manager

August 27

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Risk management and compliance software purpose built for financial services organizations.

Financial Enterprise Risk Management • Vendor Risk Management • Organizational Risk Management • Compliance Risk Management • Cyber Risk Management

201 - 500

Description

• Lead, motivate, and develop a high performing team of Support Specialists • Consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements • Provide direction and communication to leadership team and employees to support the direction of organizational goals • Track bugs affecting users and work closely with product & development to prioritize cases effectively • Appropriately distribute workload and oversee case handling, escalations, and team projects • Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action • Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action • Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc. • Ensure that Support KPIs/SLAs are met or exceeded • Manage staffing needs to ensure appropriate coverage for all products • Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement • Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer • Partner with cross-functional leaders to drive initiatives that serve the voice of the customer

Requirements

• Five years minimum experience of directly managing a customer support team • Seven years of customer service experience • Three years’ experience in supporting a SaaS product • Bachelor’s degree or combined experience required • Experience in coaching and mentoring a support team • History of managing and scaling a high-volume support team • Proven problem solving and negotiating skills • Strong analytical background • Excellent written and verbal skills • SalesForce Experience; especially Service Cloud preferred • Call Center software/reporting experience preferred • Strong Excel background preferred

Benefits

• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events to keep you connected and engaged • Mental Health Benefits • Medical, Dental and Vision insurance • Company-paid Group Life Insurance, Short- and Long-Term Disability • Flexible Spending Account & Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401 (k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • And much more!