Manager, Customer Support

Avenu Holdings LLC • Birmingham, AL

3d

About The Position

The Manager of Customer Support oversees the daily operations of the customer support team, ensuring service levels and customer satisfaction goals are achieved. This role involves managing and mentoring support staff, providing necessary tools and training, and collaborating with departments like engineering and product management to resolve escalated issues and improve support processes.

Requirements

• 5+ years of experience in customer support or contact center roles
• At least 2 years in a leadership position
• Bachelor’s degree in Business, Computer Science, or a related field (preferred)
• Project management experience or relevant certifications (preferred)
• Experience leading cross-functional teams or projects
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Ability to handle escalated customer issues effectively
• Familiarity with conflict resolution and de-escalation techniques
• Experience working cross-functionally with other teams
• Proficiency with support and ticketing systems (e.g., Salesforce, Jira, Zendesk)
• Technical knowledge of: Anti-virus software Microsoft Active Directory (AD) DNS and DHCP Microsoft Windows Network printers Microsoft Office Suite
• Experience with SQL or other coding languages for troubleshooting and automation
• General system administration knowledge

Responsibilities

• Supervise and manage daily activities of the customer support team
• Ensure timely resolution of customer inquiries and issues
• Monitor and report on team performance (e.g., response time, resolution time, customer satisfaction)
• Provide coaching and professional development for team members
• Oversee resolution of escalated and complex customer issues
• Collaborate with internal teams (engineering, product development) for issue resolution and knowledge sharing
• Contribute to process improvement initiatives
• Ensure adherence to policies, procedures, and quality standards
• Assist with recruitment and onboarding of new staff
• Analyze support trends to address recurring issues proactively
• Adapt to changing priorities and perform additional assigned tasks

Benefits

• Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees