[Remote] Manager of Customer Support
Note: The job is a remote job and is open to candidates in USA. Higher Logic is an industry-leading engagement platform that provides powerful online communities and communication tools. The Manager of Customer Support is responsible for leading a team of support specialists, overseeing hiring, training, and performance management while implementing customer-centric processes to enhance productivity and improve the customer experience.
Responsibilities
- Direct personnel management and team oversight
- Inbound customer contact queues across all service channels (case, phone, chat, etc)
- Setting and achieving team and individual goals
- Defining, documenting and implementing team processes
Skills
- Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree
- Leadership experience in a multi-channel contact center environment
- Experience training, mentoring, coaching and developing customer service teams
- Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment
- Has worked with customers ranging from small businesses to large enterprise organizations
Company Overview