Manager, Customer Support
Manager, Customer Support
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Job Description
About Us
Diligent is the global leader in modern governance providing SaaS solutions across governance risk compliance audit and ESG. Empowering more than 1 million users and 700000 board members and leaders with a holistic view of their organizations GRC practices so they can make better decisions faster. No matter the challenge.
At Diligent you are an agent of positive change. You are joining a team of passionate smart creative people who not only want to help build thesoftware companyof the future but who want to make the world a more sustainable equitable and better a part of a global community on a mission to make a real impact.
Learn more at.
Shift Timing : 6:30 pm IST to 3:30 am IST
Position Overview
Due to incredible growth we are seeking a Customer Support Manager to Support our VP and Director of Customer Support with managing our forward thinking and dynamic team of Customer Support Specialists in Bangalore and Galway. This is a diverse and challenging position where you will play a pivotal role in growing the Support function whilst offering an excellent service to our clients.
In this role you will be leading a team of 8-12 Customer Support Specialists to ensure they provide world class product support for our clients. Primary responsibilities include coaching and mentoring team flexible and willing to roll up sleeves as needed staff hiring and retention team performance to department KPIs/metrics call reviewing to ensure high quality scores training of new hires project management cross functional leadership to ensure CX. We pride ourselves on our excellent support relationships offering 365 24/7 support across the globe.
Job Requirements
- Supervise a team of 8-12 individuals including responsibilityforperformancemanagement developmentandadditionalsupervisory training and leadership projectsasneeded.
- Span of control to includeTier 1 and TLs (where applicable)
- Meeting with internal stakeholdersacrossdifferentdepartments and external clients todiscussproduct updatespriority issues
- Investigating and handling client complaints -coachingteamsto de-escalate
- Perform weeklyone to onesand overseeweeklyQuality & KPItargets.
- Review and maintain quality of the Knowledge base as a single source of truth
- Build positiverelationships between the Support team andother departments
- Manage medium to large scale projectswithin the Supportteam.
- Createstrategic and quality objectives driveperformance and productivity for thedepartment
- Interview recruit and onboard newteam members
- Ad hoc duties asrequired
Required Experience/Skills
- Role model the Diligent valuesofChampioning Modern GovernanceandDriving Client Impact. Be an exampleofthe positive customer focusedattitudethe wider team should emulate
- Create an inspiring team environmentwith an open communication culture across frontline agents & TLs
- Project management skills taking ownership of departmental medium to large strategic projects
- Create a coaching culture leading byexample
- Expert product knowledge
- Excellentcommunicationskillswithinternalandexternal stakeholders
- Have a strong analytical abilitytoresolvetechnicalissues and a deeplevelof productknowledge
- Advocate for the VoiceoftheCustomer -Make decisions &prioritizeworkloadwiththecustomerin mind
- Represent the Diligent meetings anddistillinformation and updatestothewiderteam
- Be flexible agile and resilientinthefaceofafast-paced environment
- Be able to manage andprioritizevarioustasksandissues as they ableto delegate to CSS agents whereneeded.
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people.Diligent offers a flexible work environment global days of service comprehensive health benefits meeting free days generous time off policy and wellness programsto name a few
- We have teams all over the world. We may be headquartered in New York City but we have office hubs in Washington D.C. Vancouver London Galway Budapest Munich Bengaluru Singapore and Sydney.
- Diversity is important to us. Growing maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team facilitate dialogue and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology insights and connections they need to drive greater impact and accountability to lead with purpose. Our employees are passionate smart and creative people who not only want to help build the software company of the future but who want to make the world a more sustainable equitable and better place.
Headquartered in New York Diligent has offices in Washington D.C. Baltimore London Galway Budapest Vancouver Bengaluru Munich and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race color religious creed sex national origin ancestry citizenship status pregnancy childbirth physical disability mental disability age military status protected veteran status marital status registered domestic partner or civil union status gender (including sex stereotyping and gender identity or expression) medical condition (including but not limited to cancer related or HIV/AIDS related) genetic information or sexual orientation in accordance with applicable federal state and local also consider qualified applicants regardless of criminal histories consistent with legal requirements. See alsoDiligents EEO Policy and Know Your are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability you may contact us at .
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
Required Experience:
Manager
Employment Type
Full Time
