Support Manager

Summary

Join Tessitura, a non-profit dedicated to supporting arts and cultural organizations, as a Support Manager. You will lead Support Specialist teams, contributing to customer service strategy and ensuring high member satisfaction. Responsibilities include team management, recruitment, training, performance evaluation, and process improvement. You will also coordinate scheduling, monitor on-sales, provide feedback to development, and participate in the product release process. The role requires technical experience with Tessitura software and strong leadership and communication skills. This is a full-time, work-from-home position with a competitive salary.

Requirements

• Technical experience in Tessitura software and products and their uses in an operational/business context
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills
• Time and project management skills
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies
• Commitment to providing exceptional service to members and support to staff members
• Experience leading and/or working on project teams

Responsibilities

• Lead the Support Specialist teams through articulating our vision, energizing staff, inspiring and motivating using the vision and mission, and effective communication skills
• Contribute to strategy establishing strategic objectives, policies, and assignments for the teams
• Oversee the recruitment, selecting, and training of employees for positions within the support department
• Adhere to the Effective Manager Tools Trinity through developing management skills, one on ones, feedback, and coaching
• Evaluate how the support specialist staff are achieving the KPI goals, improving performance, and professional development plans
• Coordinate the documentation of Support Specialist policies & procedures
• Ensure systems and processes are in place for high quality on-going support, training/consultation, and incidents
• Serve as a member relationship escalation point for members of the Support Specialist teams
• Implement and execute member service standards and KPI’s on a monthly, quarterly, and annual basis
• Coordinate desk and on-call shifts scheduling
• Supervise high volume on-sale monitoring and facilitate internal cross-team communication to support successful on-sales
• Provide support feedback to development process with an aim to improve our Tessitura Software and Products and help weigh the priority of future enhancements
• Oversee the support participation in the product release process, ensuring that the updates resolve the reported issues, and that those resolutions are communicated effectively back to the members
• Facilitate internal, cross-team knowledge sharing and collaboration to support all Tessitura Software & Products
• Assume assignments for the annual user conference related to the planning, preparation, and presentation of sessions
• Serve as an escalation point for 24/7 global on-call support as well as communications on duty in rotation with the support leadership team
• Other duties as assigned

Benefits

• Compensation: $92,000 - $110,000 USD
• Full Time/Work From Home