Propel Software
Helping product companies collaborate smarter and move faster to better satisfy their customers and shareholders.
Product Lifecycle Management • Custom Product Development • New Product Development • New Product Introduction • Quality Management
51 - 200
Technical Customer Support Manager
August 7
🔄 Hybrid – Bay Area
Propel Software
Helping product companies collaborate smarter and move faster to better satisfy their customers and shareholders.
Product Lifecycle Management • Custom Product Development • New Product Development • New Product Introduction • Quality Management
51 - 200
Description
• Lead, motivate, and mentor support team members in a dynamic environment via a process-driven culture through continuous feedback and weekly scheduled 1:1 meetings with your direct reports • Become the escalation point for ticket issues before triage with the engineering and product team • Maintain organization SLAs by pitching in when the volume of incoming tickets exceeds team bandwidth • Compile and present reports on support team performance to leadership team • Implement processes to improve team efficiency, SLAs, and survey scores • Serve as the voice of the customer and act as a liaison between customer and Propel stakeholders • Be a subject matter expert on the Propel and Salesforce platforms
Requirements
• 3+ years in Customer Support Manager role serving Enterprise B2B SaaS in a 24-hour support environment • Must have experience in SaaS • Familiarity with Salesforce Admin; Certification a plus • Familiarity with Jira or similar bug-tracking development tool • Excellent written and verbal communication skills
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