Senior Support Manager

Senior Support Manager

The Sr. Support Manager is responsible for ensuring continuity of support services to TCP Software customers by providing the technical expertise, assistance, and project coordination necessary to support staff in the implementation of software products and resolution of technical problems. 

As a Senior Support Manager, you will: 

• Provides direct supervision to Support Department and continuing product training. 
• Develops and implements policies that ensure successful and effective training and development. 
• Partners with the Client Success management team to align customer service department policies and systems with the company's objectives 
• Oversees customer issues to ensure effective and long-term problem resolution. 
• Develops and implements procedures pertinent to the effective and efficient operation of the Support Department. 
• Leads effort in making employment decisions of the department. 
• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department. 
• Research, report, and correct any quality assurance issues. 
• Collect and analyze relevant data to determine customer service outputs. 
• Create and maintains a high-quality work environment so team members are motivated to perform at their highest level. 
• Collaborate with team to develop and adjust schedules to ensure adequate staffing. 
• Review and address any external customer and interdepartmental complaints. 
• Handle escalation life cycle to ensue escalations are routed properly and in a timely manner until resolution. 
• Evaluate the performance of Support leadership staff and deliver coaching on a regular basis to team members. 
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to customers. 
• Help develop and manage company-wide operations projects, as needed. 
• Perform other duties as assigned. 

You are a strong fit for this role if you have: 

• Bachelor’s degree in Business, MIS, or related field or equivalent. 
• 5+ years of customer support/service experience preferred. 
• Experience in managing people in a call center environment. 
• Extensive knowledge in working with interdepartmental resources. 
• Strong ability to multi-task, work under pressure, and meet tight deadlines. 
• Great understanding of development life cycle, triage, and portfolio processes. 
• High level of strategic thinking to overcome problems. 
• Strong ability to communicate clearly and concisely. 
• Strong interpersonal and relationship skills. 
• A high level of customer empathy. 
• Strong ability to demonstrate adaptability and flexibility in work products. 
• Strong ability to remain professional when under severe pressure. 
• Strong ability to prioritize and manage escalated issues. 
• Strong ability to provide people development skills. 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Travel up to 25%,

Benefits: 

• Competitive salary
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
• 8 hours to volunteer and impact the community
• Comprehensive benefits (Health/Dental/Vision/ 401K)
• Employee choice benefit

TCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.