Manager, Customer Support

Summary

Join COMPLY's growing team as a Customer Support Manager and lead a passionate team to the next level. You will mentor and develop the team, manage schedules, monitor performance, and resolve technical issues and client escalations. This role involves identifying and developing team strengths, improving processes, and serving as a subject matter expert. The position offers opportunities for advancement and career development. The ideal candidate is patient, helpful, and passionate about training and leading a team to provide exceptional customer support. This is a chance to develop leadership skills and contribute to the company's vision.

Requirements

• Bachelor’s Degree concentrated in Finance, Economics, or Business
• Excellent customer-facing and communication skills, both written and verbal
• Can independently see projects/initiatives through to completion
• Flexible to changes in a dynamic environment
• Exceptional organizational and time management skills
• Superior troubleshooting, resolution, and analysis skills

Responsibilities

• Manage, mentor, and develop a team of passionate Customer Support Representatives to ensure they understand best practices and advanced concepts
• Maintain the Customer Support Team Schedules (shifts, rotations, internal meetings & training sessions)
• Review and follow-up on actionable surveys, and feedback received from clients daily
• Monitor team performance and metrics for phone volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies
• Take lead on any technical issues or client escalations that arise
• Continue to develop your product and industry knowledge by serving as a subject matter expert and mentoring representatives who need assistance formulating solutions to the business needs of our expansive client base
• Assist with updating and maintaining training documents
• Provide continued education both internally and directly to clients on products to compliment platform knowledge
• Assist with updating and maintaining training documents
• Assist with recruiting and hiring

Preferred Qualifications

• Prior experience mentoring/leading and growing a Customer Support team is preferred
• Experience with Salesforce.com (or other CRM systems), SaaS technology, MS Office, software support is a plus!

Benefits

• Comprehensive medical, dental and vision insurance at little to no cost starting on day one
• 401k with a company match
• Supplemental benefits at a discounted rate including home, auto and pet insurance
• Unlimited PTO
• Professional Development reimbursements
• Remote opportunities available for most positions
• Time to get together in person for company happy hours, team offsites and more