Client Care Manager

16 minutes ago
Full-time
Mid Level
Project and Program Management
RainFocus

RainFocus

RainFocus simplifies event management, unifies program experiences, and optimizes omnichannel marketing for virtual, in-person, and hybrid events. The platform fuels events with data connectivity, enabling personalized marketing campaigns and faster de...

IT Services
251-1K
Founded 2013
$42M raised

Description

  • Manage the day-to-day operations of a remote and offshore analyst team across multiple regions.
  • Monitor team activity and use analytics to help meet or exceed KPIs.
  • Perform quality audits of tickets and coach agents to improve performance.
  • Handle internal and external escalations with clear written and verbal communication.
  • Conduct regular 1:1s, team meetings, stand-ups, and career planning sessions.
  • Coach and develop remote team members with technical and business feedback.
  • Work tickets as needed to support KPIs and maintain ticket volume.
  • Represent bugs and enhancement requests to Engineering and cross-functional leadership.
  • Create and maintain reporting and analysis in Salesforce.
  • Monitor team metrics including CSAT, response time, and backlog.
  • Manage team scheduling and shift coverage.
  • Develop support policies, procedures, escalation guidelines, and knowledge base content.
  • Build technical expertise in RainFocus products and serve as an SME for the team.
  • Lead initiatives and special projects to meet department goals.

Requirements

  • 3+ years of experience in a Technical Support role, with SaaS experience preferred.
  • Proven work experience as a leader within a team environment.
  • Availability during core business hours.
  • Experience leading and managing globally distributed teams.
  • Strong technical background with the ability to solve problems in a high-pressure, complex platform.
  • Ability to provide leadership and direction on technical matters.
  • Excellent communication skills and cross-functional collaboration.
  • Experience in the event industry, preferred.
  • Technical certifications, preferred.

Benefits

  • Competitive salaries.
  • Competitive benefits.
  • 401(k) plan.
  • Generous PTO.
  • Team-building activities.

Interested in this position?

Apply directly on the company website

Apply Now

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