Manger, Customer Support (Technical Pillar)

OneStream

3d•Remote

About The Position

The Manager, Customer Support oversees customer support operations and helps ensure a high level of customer satisfaction. The role leads a team of customer support engineers who provide technical support and issue resolution for software functionality, setup, upgrades, error messages, cloud implementations, and application usage. As part of the Customer Support Leadership Team, the manager works closely with leaders in Customer Support and Remote Consulting (CSRC) to develop processes and initiatives that advance the organization and achieve departmental goals. The role calls for strong leadership and a demonstrated ability to manage a support team in a fast-paced environment while delivering exceptional customer service. Because support operations are 24/7, on-call coverage and additional hours may be required. Travel is as needed, estimated at 10%.

Requirements

Bachelor’s degree in a technology-related field or equivalent work experience.
At least 5 years of Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment.
At least 2 years in a Team Lead or supervisory capacity.
Experience solving business and technical process challenges.
Experience documenting best practices and procedures in an IT knowledge base.
Strong leadership skills, including the ability to motivate, mentor, and empower individual contributors.
Proficiency in customer support methodologies, best practices, and tools, such as ticketing systems and knowledge base management.
Familiarity with technical concepts sufficient to communicate and troubleshoot effectively with customers and internal teams.
Ability to analyze customer support data and metrics to identify trends, performance gaps, and improvement areas.
Ability to communicate technical information and complex concepts clearly and concisely to diverse audiences.
Problem-solving skills, including assessing situations, identifying root causes, and implementing effective solutions.
Collaborative skills to work cross-functionally to address customer needs and improve the customer experience.
Conflict resolution skills to address customer complaints, conflicts, and escalations.
Ability to foster an inclusive team culture, promote collaboration, and build a cohesive, high-performing team.

Nice To Haves

Experience leading a fully remote team of Customer Support professionals.
Track record of identifying and implementing innovative solutions and process improvements.
Experience adapting to industry best practices and emerging technologies.

Responsibilities

Lead an assigned group of engineers and inspire the team to meet or exceed departmental goals.
Conduct regular performance evaluations, provide constructive feedback, and facilitate professional development for team members.
Monitor response time, resolution time, customer satisfaction scores, and other departmental metrics; identify improvement areas and implement corrective actions.
Review support queues to manage issues within SLA timeframes.
Respond to escalated issues from customers and internal groups.
Identify opportunities for automation, process improvement, and security.
Ensure engineers complete standard compliance documentation and configuration checklists.
Hold weekly support team meetings and perform triage as necessary.
Collaborate with interdepartmental teams to address customer enquiries, resolve issues, and ensure a seamless customer experience.
Stay current on industry trends, best practices, and emerging technologies in customer support to enhance support processes and capabilities.
Oversee a team of customer support engineers.