Manager, Customer Support

We are seeking a passionate and skilled Manager of Customer Support to Manage the Customer Support team as well as department operations.

Shape the future of our customer support experience by combining your technical prowess with strong management skills.

You'll own the process of resolving complex technical issues and implementing continuous improvements to elevate customer satisfaction. 

The successful candidate will work from our Atlanta, GA office.

 This is not a remote or telecommute position.

This role also involves occasional after-hours responsibilities for urgent support and release management may require occasional travel.

Responsibilities include:

Team Management:


* Maintain support team schedule for 24/7 coverage.


* Recruit, train, and mentor customer support representatives.

Preparation and delivery of mid-year and year-end staff performance evaluations.


* Set performance goals and monitor team performance and KPIs, including monitoring support team case backlog, aging case prioritization and SLA related performance.


* Develop and implement customer support policies and procedures.


* Foster a positive and collaborative team environment.

Technical Support:


* Provide hands-on guidance to staff and customers, diagnosing and resolving complex issues.


* Perform the software Release Management process.


* Troubleshoot and resolve software/hardware related problems.


* Maintain a deep understanding of our products and services.


* Document technical solutions and create knowledge base articles.

Customer Satisfaction:


* Conduct annual NPS Survey.


* Monitoring KPIs and dashboards to meet metrics related to response times, resolution rates, customer satisfaction, and more.


* Resolve escalated customer issues and partner with Account Management for client communication.


* Manage all customer support communications, including planned and urgent announcements.


* Ensure timely and effective resolution of customer inquiries and complaints.


* Monitor customer feedback and implement strategies to improve customer satisfaction.


* Develop and maintain strong customer relationships.

Operational Excellence:


* Monitor and analyze support metrics and identify areas for improvement.


* Implement and optimize support processes to enhance efficiency.


* Manage support ticketing systems and ensure accurate data entry.


* Be available periodically for after business hour support.

Qualifications:


* Bachelor’s degree in a related field (e.g., Information Technology, Business Administration).


* 5+ years’ experience in a customer support management role.


* Hands-on experience with CRM and case/ticket tracking software.


* Ability to work after business hours, periodically.


* Ability to travel.

Periodic travel may be required for business.


* Strong technical troubleshooting skills.


* Excellent communication and interp...