Customer Support Manager

KorTerra Inc•Chanhassen, MN

About The Position

Position Overview: KorTerra is seeking a dynamic and experienced Customer Support Manager to join our growing team. As the Customer Support Manager, your team will serve as the primary point of contact for our customers post-implementation, managing their experience with KorTerra. You will lead and develop a team of support analysts, fostering their growth and ensuring they deliver exceptional service to our customers. Key Responsibilities: Provide leadership, direction, and coaching to the Customer Support team. Manage Level 1, 2, and 3 Support Analysts; conducting 1:1 meetings, creating training plans, and providing ongoing feedback and support to enhance their skills and performance. Identify and develop process improvements and support objectives to increase efficiency and productivity within the support team. Drive initiatives to enhance customer support by managing KorTerra's product knowledge base, refining approaches to customer service mechanisms, and exploring and adopting new technologies to optimize service delivery. Monitor and present weekly reporting on department KPIs. Utilize existing ticket tracking and phone system software to analyze reports and identify areas of improvement. Develop data driven strategies to enhance customer service quality and satisfaction. Coordinate with internal teams and resources to troubleshoot issues and remove obstacles, enhancing the overall customer experience. Participate in weekly leadership meetings and monthly department review meetings. Actively contribute insights and updates on team performance and customer satisfaction. Other duties as assigned.

Requirements

4+ years of customer service or account management experience within a SaaS environment.
2+ years of management experience, particularly in leading a call center or support center team.
Exceptional communication skills, both verbal and written, with the ability to engage effectively with executive-level leadership, customers, and team members.
Strong organizational skills and attention to detail to effectively manage multiple tasks and priorities.
Advanced time management skills, with the ability to prioritize effectively in a fast-paced environment.
Self-motivated with a strong desire to succeed and drive positive outcomes in a dynamic setting.
Demonstrated commitment to customer satisfaction, including a deep understanding and appreciation for the customer experience.
Demonstrated ability to manage, grow, and cultivate teams under your direction.
Analytical, organizational, decision-making, problem-solving, and written and verbal communication skills required.
Bachelor's Degree in a relevant field.
Experience utilizing reporting software for developing KPIs through metrics and analytics.
Familiarity with Zendesk and SQL.

Responsibilities

Provide leadership, direction, and coaching to the Customer Support team.
Manage Level 1, 2, and 3 Support Analysts; conducting 1:1 meetings, creating training plans, and providing ongoing feedback and support to enhance their skills and performance.
Identify and develop process improvements and support objectives to increase efficiency and productivity within the support team.
Drive initiatives to enhance customer support by managing KorTerra's product knowledge base, refining approaches to customer service mechanisms, and exploring and adopting new technologies to optimize service delivery.
Monitor and present weekly reporting on department KPIs.
Utilize existing ticket tracking and phone system software to analyze reports and identify areas of improvement.
Develop data driven strategies to enhance customer service quality and satisfaction.
Coordinate with internal teams and resources to troubleshoot issues and remove obstacles, enhancing the overall customer experience.
Participate in weekly leadership meetings and monthly department review meetings.
Actively contribute insights and updates on team performance and customer satisfaction.
Other duties as assigned.