Support Manager - SPM (Special Programs Management)

Frontline Education-posted 3 months ago
$85,000 - $90,000/Yr
Full-time • Mid Level
Wayne, PA
Professional, Scientific, and Technical Services
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The Support Manager, reporting to a Senior Support Manager, leads a client support team responsible for helping customers answer technical support inquiries as well as mitigate and solve problems within the solution. This role will manage service delivery operations including WFM (workforce management), inbound volume across multiple channels, initial response SLA's, issue cycle and resolution times, customer escalations and customer satisfaction.

  • Create an environment that fosters trust, open communication, creative thinking & cohesive team effort.
  • Motivate & inspire team members through servant leadership and by being an example.
  • Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.
  • Schedule routine 1:1 sessions with each team member to provide metrics and performance feedback and coaching on a regular basis.
  • Write and deliver performance feedback in the performance management process and support development efforts through feedback in the employees' Individual Development Plan.
  • Be available for employees with work and/or individual performance issues, providing appropriate coaching, counseling, direction and resolution.
  • Ensure employees have appropriate training and other resources to perform their jobs.
  • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment.
  • Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
  • Establish work procedures and processes that support company and departmental standards, and strategic directives.
  • Provide continual evaluation of existing processes and procedures.
  • Use appropriate judgment in upward communication regarding department or employee concerns.
  • Increase client satisfaction through Net Promoter Scores and Customer Satisfaction measurements.
  • Understand individual utilization and team capacity based on the average and anticipated volume of support to help establish metrics for the team.
  • Help drive a reduction in support volume by creating knowledge base and driving users to available online resources.
  • Research and develop pro-active customer support approaches to minimize overall customer support that is necessary.
  • Guide and help manage the liaison between Client Success and Product for specific product line.
  • Exceptional customer service skills.
  • Solid technical experience.
  • Proven experience leading a distributed customer support team at an enterprise SaaS organization.
  • Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
  • Ability to review customer satisfaction results and develop improvement initiatives.
  • Ability to research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
  • Ability to analyze and influence support metrics, support channels and self-service tools to measure deflection of support.
  • Strong desire to coach, mentor, and retain talent.
  • Ability to work self-sufficiently in a fast-paced environment.
  • Ability to manage multiple clients & cases simultaneously with minimal supervision.
  • Technical proficiency, communication and organizational skills.
  • Bachelor's Degree or higher.
  • Competitive compensation package including a base salary and rewarding bonus structure.
  • 401k match.
  • Employee Stock Purchase Plan (ESPP).
  • Personalized PTO.
  • Tuition reimbursement program for eligible college credit coursework.
  • Comprehensive benefits including health insurance.
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