JOB SUMMARYThe Manager of Customer Support is responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic's customers. The role is responsible for overseeing all core people leadership functions including hiring, training, mentoring, and performance management. This individual implements customer-centric processes and systems to enhance the team's productivity and performance. They foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall to continuously improve the customer experience. In addition, this person promotes an engaging and positive work environment that benefits both customers and Higher Logic employees.
EXPERIENCE DESIRED: - Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree.
- Leadership experience in a multi-channel contact center environment
- Experience training, mentoring, coaching and developing customer service teams
- Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment
- Has worked with customers ranging from small businesses to large enterprise organizations
SUPERVISORY RESPONSIBILITY: - Direct personnel management and team oversight
- Inbound customer contact queues across all service channels (case, phone, chat, etc)
- Setting and achieving team and individual goals
- Defining, documenting and implementing team processes
