SaaS Technical Customer Support Manager Summary: 

The Manager of Customer Care will be responsible for the day-to-day activities of the support team. Your responsibilities include ensuring the satisfaction of all customers through effective and efficient delivery of support. In this role, you will develop the team and their skills relative to ongoing general product knowledge and related technology knowledge and experience. You will be responsible for managing all work to ensure it is completed on time and meets customers’ expectations. Your focus will be delivering high customer satisfaction and high employee satisfaction. You will be an advocate for customers and your team; reporting to the Director, Customer Care. This is a unique opportunity in that you are able to get in on the ground floor of the next high growth tech company in Raleigh with plans for extreme growth for both the company and the individuals in it. 

Key Responsibilities
Queue Management:
• Supervise Support Teams and Team Leads to ensure balanced workload distribution and queue management across the team(s)
• Coordinate with Support Teams and Team Leads to forecast staffing needs and adjust schedules to maintain service levels.

Quality Assurance Management:
• Oversee quality assurance strategies to uphold service standards.
• Analyze quality metrics and trends to identify training needs and process improvements.

Fielding Customer Escalations:
• Support the team in handling escalated customer issues, ensuring timely and effective resolutions.
• Coordinating a leadership call with the client and success to discuss the escalation and any next steps
• Empower Team Leads to make decisions on escalated cases, providing guidance to maintain customer satisfaction.

Performance Management:
• Collaborate with peers to set individual and team performance goals; track progress and provide developmental feedback.
• Conduct performance appraisals for Team Leads and support them in managing their direct reports.

Metrics Management:
• Oversee the analysis and reporting of customer support metrics by team leads to ensure targets are met.
• Use metrics to identify areas for operational improvement and collaborate with team leads to implement changes.

Team Communications/Camaraderie:
• Facilitate regular communication channels between team leads and their teams to foster transparency and collaboration.
• Organize team-building activities to promote a positive, cohesive work environment.

CSAT Monitoring:
• Work with team leads to review CSAT scores and address areas affecting customer satisfaction.
• Implement and monitor action plans to improve CSAT based on team performance and feedback.

Schedule Adherence:
• Monitor and support team leads in managing their teams' schedule adherence, including PTO and sick time.
• Balance workforce needs with individual flexibility, ensuring coverage without compromising team well-being.

Engaging as a Player/Coach:
• Step in to assist with case resolution and backlog management when needed, setting a proactive leadership example.
• Coach team leads in fostering a culture of accountability and continuous improvement among individual contributors.

Qualification & Skills
• Must be able to work in a hybrid environment 3 days a week onsite in Raleigh
• 3 years experience in a leadership or management position.
• Strong problem-solving abilities with a logical approach to issues
• Experience managing shift schedules and team coverage
• Excellent communication skills for interacting with clients, teams, and management
• Effective time management with the capability to juggle multiple tasks
• Basic proficiency with MS Office applications
• Familiarity with legal products is a plus
• Experience with document management systems, such as iManage or Netdocuments, is preferred
• Demonstrated initiative in leading company and team projects
• Adaptability in a dynamic work environment
• Skill in managing sensitive client relationships with patience and professionalism
• Ability to lead and effectively manage a client-focused team
• Clear and timely communication of issues and statuses
• Ability to work collaboratively within a team
• Quick learning capacity for new skills and concepts
• Aptitude for thinking on one's feet and multitasking
• Competence in capturing and relaying client needs internally
• Outstanding interpersonal skills for people management

Why apply for this job?
If you are a Support professional that wants the opportunity to work on fulltime with a high growth organization looking to make a big impact on the Raleigh tech scene, then apply today!

Unable to partner with 3rd party vendors for this opportunity
This position requires authorization to work in the U.S.
This position is unable to sponsor H1Bs.