Manager, Client Support (Core)
About The Position
SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry. And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening financial institutions. This is a hybrid position based out of our Des Moines, IA office. SHAZAM is looking for a Manager, Client Support (Core) to join our team. In this role, you’ll oversee a customer support team as they provide quality support as it relates to use of the SHAZAM KinetiCore solution suite.
Requirements
- Minimum of three years management experience and five years of customer service experience.
- Experience with a customer ticket tracking software preferred.
- Excellent communication skills, verbal and written.
- Strong management skills in the area of complex application solutions.
Responsibilities
- Support the day-to-day management and development of the Client Support team.
- Assist in establishing, maintaining, and optimizing client support processes to ensure efficient and effective service delivery.
- Serve as an escalation point for complex issues, providing guidance and resolution support as needed.
- Proactively identify risks, gaps, and process improvement opportunities, and recommend solutions.
- Support the full employee lifecycle, including recruiting, interviewing, onboarding, training, development, engagement, and retention efforts.
- Collaborate with leadership and cross-functional teams to achieve departmental and organizational goals.
Benefits
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Flexible spending and health savings accounts
- Life insurance and short- and long-term disability provided at no cost
- Time away from work – PTO, VTO, paid parental leave, and company holidays
- Educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
