Manager Customer Support

Ncontracts•Brentwood, TN

7d•$80,000 - $110,000•Remote

About The Position

The Manager, Customer Support is someone with a proven track record for managing and scaling the day-to-day operations of customer support for our ERM products. Responsible for mentoring and coaching employees as well as managing metrics. A strong commitment to client excellence and the ability to implement and execute is a must. The Manager is the face of the company and responsible for translating the vision, strategic goals, and priorities of the company both internally and externally.

Requirements

Experience in coaching and mentoring a support team
History of managing and scaling a high-volume support team
Experience in managing or implementing AI tools
Proven problem solving and negotiating skills
Strong analytical background
Excellent written and verbal skills
SalesForce Experience; especially Service Clout
Call Center software/reporting experience
Strong Excel skills
AI Certification or Expertise

Responsibilities

Lead, motivate, and develop a high performing team of Support Specialists; consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements
Provide direction and communication to leadership team and employees to support the direction of organizational goals
Manage AI performance, develop and create workflows that improve AI performance to reduce human interaction and increase customer experience.
Appropriately distribute workload and oversee case handling, escalations, and team projects
Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action
Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc
Ensure that Support KPIs/SLAs are met or exceeded
Manage staffing needs to ensure appropriate coverage for all products
Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement
Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer
Track bugs affecting users and work closely with product & development to prioritize cases effectively
Partner with cross-functional leaders to drive initiatives that serve the voice of the customer

Benefits

A fun, fast-paced work environment
Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
11 paid holidays
Community and social events to keep you connected and engaged
Mental Health Benefits
Medical, Dental and Vision insurance
Company-paid Group Life Insurance, Short- and Long-Term Disability
Flexible Spending Account & Health Savings Account
Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
Pet Insurance
401 (k) with company match with eligibility on Day 1 of employment
2 Paid Volunteer Time Off Days
And much more!