Manager, Customer Support

Vertafore • Denver, CO

26d • $60,000 - $80,000

About The Position

Vertafore employee in this position for Customer Support Manager
is responsible for managing a customer support team partnering with peers to oversee the daily operations of the customer support department. The primary function of this role is to provide direction and support the growth of your team members. This will include ensuring the delivery of the highest level of customer service by enabling your team to deliver successful business outcomes with a focus on providing positive customer experiences. Additional responsibilities will include coaching, training, and mentoring direct reports, call auditing, monthly team and business productivity reporting, completing and delivering annual performance appraisals, and ensuring all direct reports adhere and support company policy. In addition, the Customer Support Manager will be expected to handle customer escalations and proactively communicate with customers based on customer survey results as well as provide direction and growth to employees.

Responsibilities

• Tailor your coaching to individual team members and the team as a whole to ensure high-quality support interactions and goal monitoring
• Engages with direct reports to assist and help guide professional development
• Monitors daily staffing to ensure adequate resources are in place
• Effectively manages team and projects initiatives
• Makes contributions to the continued operation and growth of the organization
• Effectively communicates with all levels of leadership
• Creates, reviews, and delivers business reports to internal stakeholders
• Gathers, analyzes, and interprets data to assist in process improvement and organization growth
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees