drjobs Support Manager

Support Manager

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1 Vacancy
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Job Location drjobs

Mobile, AL - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

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

Company Industry

About Company

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