Manager of Customer Support

5 hours, 6 minutes ago
Lead
Customer and Technical Support
Higher Logic

Higher Logic

Higher Logic develops cloud-based community software that enables organizations to create secure online spaces for individuals to connect, share ideas, and engage in meaningful conversations.

Internet Software & Services
251-1K
Founded 2007
$55M raised

Description

  • Lead a team of support specialists delivering customer service across multiple support channels.
  • Oversee hiring, training, mentoring, coaching, and performance management for the support team.
  • Manage direct personnel oversight and day-to-day team leadership.
  • Set, track, and achieve team and individual performance goals.
  • Define, document, and implement team processes and workflows.
  • Implement customer-centric systems and processes to improve team productivity and performance.
  • Collaborate with the Customer Experience team and the broader company to improve the customer experience.
  • Foster strong peer-to-peer relationships and a positive, engaging work environment.
  • Oversee inbound customer contact queues across case, phone, chat, and other service channels.
  • Work with Product and Engineering to prioritize feature requests and bug fixes.

Requirements

  • At least 7 years of experience providing or leading technical support functions in a SaaS environment, or 5 years of experience plus a degree.
  • Leadership experience in a multi-channel contact center environment.
  • Experience training, mentoring, coaching, and developing customer service teams.
  • Experience partnering with Product and Engineering teams to prioritize feature requests and bug fixes.
  • Preferred experience working in an agile software development environment.
  • Experience supporting customers ranging from small businesses to large enterprise organizations.

Benefits

  • Equal opportunity employer commitment.
  • Reasonable accommodation support for applicants with disabilities.
  • Opportunity to work for a global company with offices in the US, Canada, and Australia.

Interested in this position?

Apply directly on the company website

Apply Now

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