Customer Support Manager  

• Lead a team of Customer Support Specialists who correspond with our clients via different customer support channels offered by the company.
• Responsible for team development, with a focus on competency and skill-building, as well as incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement.
• Consistently coach and provide actionable feedback to team members to promote career development while maintaining support standards.
• Ensure individual and team goals are met
• Assist with navigating resolutions to challenging incidents, including cross-functional, regional, and customer escalations as needed.
• Act as an ambassador for Customer Support within the regional groups and offices and drive regional performance, process optimization, and technical/operational direction to team members.
• Collaborate with the Support Operations Team to optimize systems and processesand information dissemination to better support the platform, as well as cultivate strong relations with cross-functional departments and other business partners within the organization.
• Participate in the hiring and onboarding process to continue growing our support team.
• Serve as a thought leader, customer advocate and partner to the team and to our customers.
• Cultivate a culture of engagement, ongoing learning, and high performance.
• Maintains a current knowledge of our product and has the ability to dive deep into technical tickets.

Key Responsibilities

• Responsible for team performance and retention.
• Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success.
• Ensure the success of each Customer Support Specialist and the overall Customer Support leadership team.
• Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient issue resolution, navigating difficult conversations with customers, tools navigation, troubleshooting, etc.
• Attend weekly Performance Management meetings with the wider leadership team
• Own the overall team performance, ensure low performers are being measured and actioned, and high performers are continuously being mentored for sustained high performance and development.
• Participate in weekly functional Management Syncs to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader Customer Support team.

• Willing to work US hours depending on business needs
• Bachelor’s degree in business administration or relevant field.
• A minimum of 5 years of proven experience in a customer service position.
• Minimum of 2 years of experience in leading a support/customer service team
• Fluency in technical terminology and a strong understanding for moderating appropriate troubleshooting steps for complex tickets.
• Familiarity with CRMs
• Familiarity with support KPIs
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.