Manager, Client Support

What You'll Do: 

As the Manager, Client Support, you will supervise a staff of client support specialists who provide technical product support to enterprise clients and/or end users. You will manage the team’s daily workload to ensure required service volume and quality levels are attained. You will assist with critical client escalations and train/coach your team in standard policies, procedures, and best practices to provide a high level of service to our clients. 

Key Responsibilities: 

• Manage a team of technical support specialists, monitor, and review responses and resolutions with enterprise clients  

• Provide coaching and feedback in regular one-on-ones with Associates  

• Actively contribute to and foster a positive team culture that is grounded in feedback and focuses on client experience  

• Assess, propose, enhance, implement, and analyze KPIs needed to optimize team performance and client experience  

• Prioritize team's escalation needs and prepare commentary with Support Directors during weekly meeting  

• Responsible for Support QA testing as needed with assigned team and relaying findings/risks in companywide meetings  

• Assist with product documentation and product/system training as SME's (or identifies SME's as needed from within team)  

• Assist in establishing KPIs and evaluating team activities against those KPIs  

• Review and analyze reporting metrics and client sentiment to identify areas for improvement of the client experience  

• Responsible for team's data and summary/commentary for monthly leadership Business Reviews  

• Estimate client needs, team workload, and team capacity, and flex staff resources accordingly  

• Participate in performance management and evaluations of team members  

• Participate in the hiring of new team members  

• Support processes that align with adjacent department process rollouts  

• Participate as a member of the Operations management team, collaborating with other managers and leaders to communicate status, solve issues affecting more than one department and implement solutions needing cross-functional involvement to attain joint objectives  

• Champion client experience improvement initiatives  

• Maintain individual knowledge and ensures team knowledge around the products, services, and platforms that we provide to our client base  

• Provide input to (and in some cases champion) Product, Service and Process enhancement initiatives to drive a stellar client experience 

Who You Are: 

• Passionate about creating a delightful client experience and enthusiastic about helping purpose driven organizations  

• Comfortable interacting with client & company executive leaders 

• Bachelor’s degree or an equivalent combination of education and experience 

• 3+ years of experience in a technical support environment, or related fields 

• Experience working in technology is preferred  

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook  

• Demonstrated ability to learn and understand complex office software applications  

• Experience with client support ticketing and phone systems preferred (We use Zendesk and Purecloud)  

• Strong leadership, development, and organizational skills  

• Excellent verbal and written communication skills  

• Ability to prioritize work and handle multiple tasks  

• Excellent time management skills  

• Experience in Salesforce, Zendesk, and Azure Dev Ops is a plus  

• Strong attention to detail  

Physical Considerations: 

• Ability to work in a general office environment 

• Ability to handle extended periods of computer-based work, including telephone 

• Ability to work flexible and long hours, as needed, including outside regular business hours and days 

• After hours, weekend, and holiday coverage may be required and assigned as needed 

Travel Considerations: 

•  Domestic and/or international travel required, estimated up to 5%