Manager, Customer Support

$60,000 - $80,000 + Bonus
Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.
Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.
Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.
We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India.
JOB DESCRIPTION
Vertafore employee in this position for Customer Support Manager is responsible for managing a customer support team partnering with peers to oversee the daily operations of the customer support department. The primary function of this role is to provide direction and support the growth of your team members. This will include ensuring the delivery of the highest level of customer service by enabling your team to deliver successful business outcomes with a focus on providing positive customer experiences. Additional responsibilities will include coaching, training, and mentoring direct reports, call auditing, monthly team and business productivity reporting, completing and delivering annual performance appraisals, and ensuring all direct reports adhere and support company policy. In addition, the Customer Support Manager will be expected to handle customer escalations and proactively communicate with customers based on customer survey results as well as provide direction and growth to employees.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:

• Tailor your coaching to individual team members and the team as a whole to ensure high-quality support interactions and goal monitoring

• Engages with direct reports to assist and help guide professional development

• Monitors daily staffing to ensure adequate resources are in place

• Effectively manages team and projects initiatives

• Makes contributions to the continued operation and growth of the organization

• Effectively communicates with all levels of leadership

• Creates, reviews, and delivers business reports to internal stakeholders

• Gathers, analyzes, and interprets data to assist in process improvement and organization growth

Knowledge, Skills and Abilities:

• Provide effective situational leadership to enhance team development and growth

• Effectively communicate rationale for decision-making and directional changes

• Capacity to manage resources, prioritize competing priorities by utilizing delegation, meet project deadlines and organization objectives

• Sets clear expectations and goals with employees; ensures alignment with department and organization goals

• Identifies patterns and root cause of problems and proactively seeks out solutions

• Acts as a role model for employees, demonstrate emotional intelligence, professionalism, appropriate empathy and tone at all times

• Proficient to create and execute team vision and direction that support company goals.

• Adeptness to identify root causes of performance behaviors, both successful and unsuccessful, and enable employees to grow and perform at a high level

• Demonstrates ability to partner and collaborate across teams to identify solutions that balance priorities, delivery expectations, risks, and concerns while valuing opposing ideas

• Can establish and maintain trusted working relationships with customers and other Vertafore personnel

• Passion for problem solving, flexibility, customer service orientation, and creativity.

• Quickly assimilate the substantive issues in an analytical situation to distill facts relevant to the decision at hand

• Exercise sound judgment based on a logical decision-making framework and valid arguments resulting in appropriate action

• Stay up to date on current best practices in Process analysis, Applications, and Case Management processes and technologies

• Provide direction and guidance to employees and administer company policy.

• Able to improve the efficiency and effectiveness of assigned team and overall customer support

Qualifications:

• Bachelor's degree or equivalent work experience

• 3 - 5 years of managerial or equivalent leadership experience preferably within a software support center environment.

• 1 year of project management experience

• Advanced knowledge working with Microsoft Office Products

Additional Requirements and Details:

• Travel required up to 10% of the time.

• Located and working from an office location.

• Occasional lifting and/or moving up to 10 pounds.

• Frequent repetitive hand and arm movements required to operate a computer.

• Specific vision abilities required by this job include close vision (working on a computer, etc.).

• Frequent sitting and/or standing.

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
Vertafore is a drug free workplace and conducts preemployment drug and background screenings .
The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
Vertafore is a Flexible First working environment which allows team members to work from home as often as you'd like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• We have a Flexible First work environment! Our North America team members use our offices for collaboration, community and team-building, with members asked to sometimes come into an office and/or travel depending on job responsibilities. Other times, our teams work from home or a similar environment.
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Tuition Reimbursement, Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.
We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]
Just a note, this contact information is for accommodation requests only.