Customer Support Manager

Summary

The job is for a Customer Support Manager at Ncontracts, a fast-paced company offering integrated risk management solutions. The role involves managing a team, tracking bugs, improving processes, and ensuring customer service excellence. The position requires a minimum of five years of customer support team management experience, seven years of customer service experience, three years’ experience in supporting a SaaS product, a Bachelor’s degree or equivalent experience, and strong analytical skills.

Requirements

• Five years minimum experience of directly managing a customer support team
• Seven years of customer service experience
• Three years’ experience in supporting a SaaS product
• Bachelor’s degree or combined experience required
• Experience in coaching and mentoring a support team
• History of managing and scaling a high-volume support team
• Proven problem solving and negotiating skills
• Strong analytical background
• Excellent written and verbal skills

Responsibilities

• Lead, motivate, and develop a high performing team of Support Specialists
• Provide direction and communication to leadership team and employees to support the direction of organizational goals
• Track bugs affecting users and work closely with product & development to prioritize cases effectively
• Appropriately distribute workload and oversee case handling, escalations, and team projects
• Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action
• Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
• Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc
• Ensure that Support KPIs/SLAs are met or exceeded
• Manage staffing needs to ensure appropriate coverage for all products
• Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement
• Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer
• Partner with cross-functional leaders to drive initiatives that serve the voice of the customer

Preferred Qualifications

• SalesForce Experience; especially Service Cloud preferred
• Call Center software/reporting experience preferred
• Strong Excel background preferred

Benefits

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days