Support Manager
Support Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Team Leadership:Lead and manage the support team providing guidance training and performance evaluations to ensure high-quality customer service. Conduct 1:1s to develop and grow team members.
- Customer Engagement:Regularly engage with customers to understand their needs address their concerns and build strong relationships.
- Support Operations:Oversee the support ticket process ensuring timely and accurate resolution of customer issues. Using data evaluate and improve support processes to balance workload and ensure consistent support.
- Training:Develop and implement a formalized training process for support staff establishing clear guidelines and ensuring proper training to maintain consistent and accurate support.
- Quality Assurance:Monitor and evaluate the quality of support interactions providing feedback and implementing improvements to enhance customer satisfaction.
- Technical Expertise:Provide technical support and guidance to the team assisting with complex issues and ensuring effective problem-solving.
- Customer Feedback:Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives.
- Billing and Renewals:Manage customer billing and renewals ensuring accurate processing and addressing any related inquiries or issues.
Qualifications:
- Bachelors degree in a related field or equivalent experience preferred.
- Proven experience (>5 years) in a support management role preferably in a software company.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to lead and motivate a team.
- Technical proficiency and familiarity with support tools and systems.
- Strong organizational skills and attention to detail.
- Ability to work under pressure and manage multiple priorities.
- Experience with financial software and managing billing processes.
- Experience working with school districts or educational institutions.
Desired Qualities:
- Approachability and servant leadership.
- Curiosity and initiative.
- Strong communication abilities.
- Ability to empathize with customers and understand their use cases.
Required Experience:
Manager
Employment Type
Full-Time
