Customer Support Manager

August 9

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Business Wire

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Public Relations • Press Release Distribution • Investor Relations • SEC filing • SEO

501 - 1000

Description

• Manage the day-to-day operations of the Customer Support team including internal and external staff • Respond to and resolve escalated customer support issues quickly and efficiently • Ensure all customer support requests are logged, prioritized, and resolved • Develop, implement, and enforce customer support policies and procedures • Lead Customer Support team in creating a robust process documentation library and regularly review existing documentation for accuracy • Train and mentor customer support staff • Prepare and present detailed reports on customer support activities, including individual and team performance • Conduct regular review of external partner performance and operations, provide feedback to internal leadership • Perform regular customer support process reviews to identify areas for improvement and optimize operations • Conduct performance evaluations and manage disciplinary actions as needed • Ensure coverage for 24x7x365 customer support operations • Monitor and analyze support metrics to identify trends/variances to recommend changes in strategy and business to improve individual and team performance • Become a subject matter expert across all Business Wire client facing applications • Make appropriate recommendations/forecasts regarding call volume and staffing needs • Work collaboratively with internal and external leadership to ensure high quality care and service • Monitor, assess, and respond to incoming customer support requests via phone & email as needed • Ensure that all support actions are thoroughly documented in Jira tickets by the team • Define, implement, and maintain superior customer support processes based on best practices • Hire, onboard, and evaluate new customer support employees • Collaborate with leadership on long-term strategy for customer support operations • Support key initiatives as defined by management

Requirements

• 5+ years’ experience providing customer support • 3+ years in a leadership role for a customer support organization • Excellent people skills to build effective relationships at all levels of the organization, as well as with customers/partners • Strong problem-solving and conflict-resolution skills • Proven communication, organization, documentation, and time management skills • Ability to exercise excellent judgment while dealing with sensitive and confidential information • Extensive experience utilizing Jira ticketing (or other ticketing systems) • Must be able to demonstrate consistent follow-through and ownership of outstanding issues and escalations • Ability to deliver effective training • Reporting and data analysis skills • Ability to pivot priorities while ensuring deliverables are completed on time

Benefits

• Ability to work remotely • Excellent health benefits that begin on your first day of employment • $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources • 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance) • PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!