Customer Support Manager

IAPP • Portsmouth, NH

5d • Hybrid

About The Position

The Customer Support Manager is responsible for managing the front-line support team as well as providing a productive and motivating working environment, addressing any issues/disputes from customers or clients with the goal of increasing customer satisfaction, loyalty, retention and to meet their expectations. At the IAPP, we value in-person connections fueled by fun, excellence, and communication. To align with this value, we have a hybrid work environment that allows for two remote days and three days in our Portsmouth, NH office. The IAPP is the largest and most comprehensive global information privacy community and resource. Founded in 2000, the IAPP is a not-for-profit organization that helps define, promote and improve the privacy profession. More information about the IAPP is available at iapp.org . Working at the IAPP is an opportunity like no other. In addition to a competitive compensation package including base salary, bonus and a full range of benefits, the IAPP offers a creative, supportive and flexible environment. Other perks include casual dress, a dog-friendly office, summer hours, and sabbaticals after seven years of service. We work in a “get-stuff-done” culture that values respect, personal and professional growth, and an entrepreneurial attitude. We have been named to Business NH Magazine ’s Hall of Fame for “Best Small Companies to Work for in NH.” Want to be part of our dynamic and rapidly growing organization? View more information about all of our open positions on our website: iapp.org/careers .

Requirements

• Bachelor's degree (B.A./B.S.) from four-year college or university; and five years of experience related to association management and/or database management preferred; or equivalent combination of education and experience
• Proficient in MS Office applications

Responsibilities

• Manage the day-to-day functions of frontline support team
• Implement effective customer service procedures, policies, and standards to enhance customer satisfaction
• Delivering performance evaluations and following the disciplinary process according to company policy
• Responsible for interviewing and hiring of new support staff
• Informing the team of all new information related to products, procedures, and trends
• Assessing support statistics and preparing detailed reports on the findings
• Respond to escalated customer support issues
• Additional duties as assigned

Benefits

• competitive compensation package including base salary, bonus and a full range of benefits
• creative, supportive and flexible environment
• casual dress
• a dog-friendly office
• summer hours
• sabbaticals after seven years of service

What This Job Offers

• Job Type: Full-time
• Career Level: Manager