Software Support Manager

Summary

Join Storable as a Software Support Manager and provide strategic leadership and operational expertise to the NewBook product support team, ensuring exceptional customer service. You will manage the US-based product support team's performance, develop strategic plans for the department, analyze team activity, identify training needs, and resolve customer grievances. The role involves leading department projects, requiring proven leadership in customer support, strategic planning, and team engagement skills. Strong analytical and problem-solving skills are essential, along with excellent communication and the ability to work effectively in a fast-paced environment. Storable offers a comprehensive benefits package including health coverage, 401(k) match, flexible vacation, paid parental leave, and various other perks.

Requirements

• Proven leadership capability and experience leading customer support teams
• Demonstrated ability to develop and execute a team strategy focused on growth and scale
• Exceptional customer service and team engagement skills, with a focus on delivering excellent service outcomes and satisfaction
• Previous experience in leading, coaching and influencing a positive and supportive team culture
• Be an excellent communicator with the ability to thrive in a tight deadline-driven environment
• Strong analytical and problem solving skills
• Ability to think and execute at both strategic and operational levels
• Demonstrated self-motivation and self-discipline to work effectively in a fast-paced environment
• Excellent written and oral communication skills
• Proficient in: Microsoft applications (bonus points for in-depth knowledge of Excel), Google Applications, task management software (bonus points for Asana)
• In-depth knowledge of: SalesForce
• All applicants must be currently authorized to work in the United States on a full-time basis

Responsibilities

• Manage the day-to-day performance of the US based product support team to continue to deliver best-in-class service within KPI parameters
• Develop short and long-term strategic plans for the department, with a focus on delivering internal efficiency, scalability and process improvement
• Analyze, manage and report on the performance of individual and team activity to improve efficiency
• Identify and respond to staff training needs and opportunities
• Triage customer service queries, resolve customer grievances and implement remediate procedures to ensure a high quality of service
• Lead and execute department projects as required

Preferred Qualifications

Previous experience within a call center or a Travel and Tourism environment would be highly desirable

Benefits

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus an HRA to help offset your deductible
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences!
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events
• 8 hours of Rest, Relax, Recharge time to care for your mental health
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively
• Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed
• $50 monthly home data stipend, plus a home office sign-on bonus of $250
• Fertility care support options to help in your journey towards parenthood
• Access to financial experts to help you make informed decisions and achieve your financial goals
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply