Customer Support Manager

Summary

Join Revalize as the Manager of Customer Support and lead a team providing effective support to customers and partners. You will manage support personnel, monitor key performance indicators, and ensure adherence to processes and service level agreements. Responsibilities include coaching team members, contributing to the evolution of customer support, defining training agendas, and providing cross-functional feedback. You will act as a primary escalation point and participate in capacity forecasting and knowledge-centered support programs. The role requires a bachelor's degree or equivalent experience, 3 years of team leadership in customer support, proficiency in German and English, and experience with remote teams across multiple geographies and time zones.

Requirements

• Bachelor’s degree or equivalent experience
• 3 year of experience leading teams in delivering support to customers and partners
• Proficiency in German and English (spoken and written)
• Experience working with remote team members in multiple geographies and time zones

Responsibilities

• Directly manage a team of individual contributors delivering support to Revalize customers and partners
• Monitor key performance metrics (KPIs) pertinent to the effective and efficient operation of the department to ensure on-time support delivery and customer satisfaction
• Set, monitor, and evolve individual contributor performance standards to meet our support service goals
• Coach team members to achieve high performance
• Contribute to the ongoing evolution of Customer Support as the business grows
• Assist in defining the training agenda for team members, including new hire onboarding, continuing product education, product cross-training, and certification programs
• Provide cross-functional feedback regarding the impact of product issue trends, defects, system stability, feature functionality, product usage trends, and overall satisfaction
• Drive cross-functional engagement to ensure customers have accurate and timely information on issue status
• Act as a primary escalation point for customers and internal stakeholders
• Meet with key customers, either solo as part of a team, as needed
• Participate in capacity forecasting and implement productivity programs for direct reports
• Participate in carrying out Knowledge-Centered Support and other self-service programs
• Make employment decisions

Preferred Qualifications

• Demonstrated ability to prioritize and simultaneously manage complex tasks to completion
• Demonstrated advanced communication skills, including both excellent verbal and precise written abilities
• Demonstrated skills and persistence necessary to overcome challenges and meet objectives
• Demonstrated experience of working constructively in a fast-paced, collaborative, and matrixed team environment
• Working understanding of Knowledge-Centered Support concepts and demonstrated understanding of self-service strategies
• 5 years of experience managing software support teams
• Experience with acquisition integrations
• Experience working in a PE-backed environment