Support Manager

* Team Leadership: Lead and manage the support team, providing guidance, training, and performance evaluations to ensure high-quality customer service.

Conduct 1:1s to develop and grow team members.


* Customer Engagement: Regularly engage with customers to understand their needs, address their concerns, and build strong relationships.


* Support Operations: Oversee the support ticket process, ensuring timely and accurate resolution of customer issues.

Using data, evaluate and improve support processes to balance workload and ensure consistent support.


* Training: Develop and implement a formalized training process for support staff, establishing clear guidelines and ensuring proper training to maintain consistent and accurate support.


* Quality Assurance: Monitor and evaluate the quality of support interactions, providing feedback and implementing improvements to enhance customer satisfaction.


* Technical Expertise: Provide technical support and guidance to the team, assisting with complex issues and ensuring effective problem-solving.


* Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives.


* Billing and Renewals: Manage customer billing and renewals, ensuring accurate processing and addressing any related inquiries or issues.

Qualifications:


* Bachelor's degree in a related field or equivalent experience preferred.


* Proven experience (>5 years) in a support management role, preferably in a software company.


* Strong analytical and problem-solving skills.


* Excellent communication and interpersonal skills.


* Ability to lead and motivate a team.


* Technical proficiency and familiarity with support tools and systems.


* Strong organizational skills and attention to detail.


* Ability to work under pressure and manage multiple priorities.


* Experience with financial software and managing billing processes.


* Experience working with school districts or educational institutions.

Desired Qualities:


* Approachability and servant leadership.


* Curiosity and initiative.


* Strong communication abilities.


* Ability to empathize with customers and understand their use cases.