Customer Support Manager

Summary

Join Quorum, a leading provider of workflow software for government affairs professionals, as a Customer Support Manager based in Brazil. You will supervise the customer support team, ensuring excellent customer experiences and efficient operations. Responsibilities include coaching team members, managing ticket workflows, and developing support processes. The role requires at least 3 years of customer support management experience in a SaaS company. Quorum offers a remote-first work environment with flexible options and various benefits, including paid time off, professional development opportunities, and a monthly work-from-home stipend.

Requirements

• Have a minimum of 3 years of experience in a customer support management role at a SaaS company
• Take pride in creating diverse and inclusive team environments where you regularly express concern for team members’ success and well-being
• Adapt well to change and strive for continual improvement

Responsibilities

• Serve as the direct supervisor for Customer Support Associates/Advisors, including holding weekly 1:1 meetings with direct reports, responding to team member concerns, escalating team member concerns as appropriate, approving vacation, and other general managerial responsibilities
• Assist the team by taking on support shifts and acting as a player-coach
• Further integrate the PAC Classic and Quorum support teams onto the same operating rhythm and help devise a plan to staff support for the Quorum PAC and PAC Classic teams accordingly
• Lead efforts to ensure support team members are specialized in at least one Quorum feature by running the product specialization programming and sign-offs. Once team members are specialized, reinforce the responsibilities of a specialized team member and set up the relevant customer escalation pathways
• Review customer support metrics on a regular basis and proactively report and communicate insights to the broader customer success team
• Manage the day-to-day ticket workflow of support tickets to ensure that they move through the ticket lifecycle accordingly and meet our internal SLA goals
• Work with the product team to ensure the support team is following set standards when logging Jira tickets
• Manage customer support staffing and the support schedule including ticket triage, prioritization, and reassignment as necessary
• Assist in providing proactive customer communication around downtime and third-party data updates
• Ensure that the customer support team builds scalable and repeatable processes and escalation pathways for responding to client support requests from our current users in Zendesk and enforcing adherence to these processes
• Organize and run support team meetings and outings
• Work with each support team member on a professional development plan and ensure that support team members are regularly being exposed to and learning from best practices in the customer support industry
• Have an elevated responsibility for resolving escalated and complex customer issues
• Establish a QA program for individual support team members to ensure that our customers receive consistent experiences and to invest in the professional growth of each team member

Benefits

• Flexible Paid Time Off
• Standard Brazil holidays plus additional company-wide days off for team members to rest and recharge
• Free Subscription to the Calm App
• Free Subscription to LinkedIn Learning to support professional development
• Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!
• Monthly Work from Home Stipend
• Mental and Dental Care by SulAmérica
• Virtual and in-person team events
• Mental Health stipend
• Alelo Food Voucher
• In company English classes
• Inclusion & Diversity Affinity Groups to support belonging
• 12 weeks of paid parental leave