Job Description

• Manage day to day support operations of a team support analysts and support engineers
• Monitor daily support ticket queue and ensure timely resolution through established ticket
  workflows
• Establish goals to meet objectives defined by Customer Success Leadership
• Track and monitor data proactively to ensure compliance with standard operating procedures around issue resolution, incident management and escalation management
• Ensure compliance with defined SLAs and key performance indicators
• Develop and maintain internal and customer facing documentation and training material

People Management

• Responsible for hiring, onboarding, development, and performance management of employees in the customer support department
• Provide coaching and guidance to direct reports to achieve goals
• Provide Coaching and support for the apprenticeship program
• Maintain a positive, problem solving approach and spirit of cooperation in a team environment

Customer Experience and Communications

• Focus on monitoring and improving customer communications related to support activities
• Coordinate across customer facing departments to obtain feedback and constantly identify ways to improve overall customer support experience
• Coordinate with internal release management teams to ensure timely customer communications around key dates and planned software releases

Required Knowledge, Skills, and Abilities

• Friendly communication skills
• IT literate - excellent in using Microsoft packages, accounting systems, CRM’s
• Ability to follow instructions
• Ability to understand your role in the broader context of the company
• Possess a proactive attitude with the aim to get jobs completed on first attempt
• Take ownership and be proactive, resolving problems
• To be able to work on your own initiative
• Prior leadership experience in a high tech, fast growth, SaaS corporate environment with a broad knowledge of technical support functions, systems and operations.
• Excellent customer focus, interpersonal, motivational and managerial skills, including the ability to manage customer relationships and escalations successfully.
• Can articulate the importance of the customer experience and can bring others along on your journey for increasingly positive results, bridging the gap between business needs and technical details.
• Process-oriented with the ability to define and maintain efficient operational process.
• Adept at facilitating problem solving and collaboration within and across teams.
• Ability to plan, direct and manage day to day activities performed by support team.
• Experience being first line of help for escalation management - monitoring escalated issues to ensure the proper urgency, progress and communication is occurring both internally and externally.