glassdoor.com sales-marketing customer support manager

Customer Support Manager


Position Description

A growing software company needs a customer success manager to be a key component of our management team. This individual will be tasked to build a Customer Success team that leaves customers WOWed. We believe customer service is our path to future growth.

This individual has to be able to build a great team by identifying talented support technicians, inspire them to grow personally and professionally, and finally perfect them to empathize with the customer and do what it takes to deliver support that exceeds expectations. This individual will also need to build metrics that identify customer satisfaction, technicians not meeting expectations, resolution deliveries not meeting expectations.

Customers currently call, email, or chat in support issues. As Customer Success Manager you will ensure that all the requests are dealt with to resolution. This person must be creative, ambitious, and eager to be part of growing the company. Must be able to collaborate with other departments to escalate and resolve issues that arise.

Job Responsibilities
  • Manage a team of 5 support technicians
  • Implement Processes to ensure Service Level Agreements are being exceeded
  • Oversee documentation creation and get to 20% of tickets being deflected by knowledgebase articles.
  • Ticket Queue Management and Prioritization
  • Manage Support Schedule and Training Schedule
  • Generate Weekly Performance Reports on OKR’s of the team
  • Take Calls and Respond to Tickets
Qualifications:
  • High energy, creative, unstoppable and ambitious
  • Has past success in leading front line, technical support teams
  • Strong leader that can inspire the team to excel
  • Team player
  • Ready for the challenge of working in a small, dynamic and fast-growing team
  • Advanced knowledge of Windows Operating Systems including Windows 10 and Windows Server
  • Experience with Network Protocols, Switches, and Firewall configuration
  • Bachelor’s degree &/or equivalent in business, management or operations
Benefits:
  • Competitive Salary
  • Health insurance + HSA Contributions
  • Dental insurance
  • Life Insurance + STD Insurance
  • 401K Offering
  • PTO
  • Bagels, Coffee and Friday Lunches
Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:
  • 401(k)
  • Dental Insurance
  • Disability Insurance
  • Employee Discount
  • Flexible Schedule
  • Health Insurance
  • Life Insurance
  • Paid Time Off
  • Retirement Plan
  • Vision Insurance
Schedule:
  • Monday to Friday
Supplemental Pay:
  • Bonus Pay
Experience:
  • Leadership: 5 years (Required)
  • Customer Support: 3 years (Required)
Education:
  • Bachelor's (Preferred)
This Company Describes Its Culture as:
  • Detail-oriented -- quality and precision-focused
  • Outcome-oriented -- results-focused with strong performance culture
  • Stable -- traditional, stable, strong processes
  • People-oriented -- supportive and fairness-focused
  • Team-oriented -- cooperative and collaborative
Company's website:
  • https://itretail.com
Benefit Conditions:
  • Only full-time employees eligible
Work Remotely:
  • Temporarily due to COVID-19
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