Tier II Team Lead, Customer Support Manager

Company: Starlight Software
Location: Denver
Posted on: November 26, 2022

Job Description:

Our story starts in 2015 when Bill Bradley identified the need for software to provide actionable information and real-time control to run his hauling and recycling companies, the genesis of Starlight Software Solutions Starlight has grown its technology, portfolio of offerings, and customer base through innovative and differentiated solutions, all designed and developed in partnership with haulers and recyclers at each step.

Starlight's new cloud-based solution serves a broader segment of the market and brings the innovations developed by Starlight to a wider audience. We help our partners grow with a solid foundation that allows them to focus on the efficiency and profitability of their business with a single, seamless enterprise-wide solution that delivers meaningful, actionable, live data and analysis.

*Why Work at Starlight?*

The product is in the early stages of our first cloud-based release, having been in the market with our original propriety software offering for a few years. Unlike a startup, Starlight has a loyal and growing customer base and revenue stream. This transition will allow Starlight to expand both its technical capabilities and offerings, but also to expand to adjacent markets. The Starlight team is small but growing, currently working both domestic and international development teams. We are a close, hard-working group and excited about the Starlight platform and its potential. Our workplace is an open, collaborative environment, where feedback is welcomed.

*Seeking: *

We are looking for a Denver-based, motivated, and experienced customer support manager to lead our customer support team. The customer support manager will be responsible for driving superior support to our subscribers through policies, procedures, and setting of goals. You will be knowledgeable about industry products and trends, and train staff accordingly.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff. The manager will be hands-on, teaching by example as the team and business grows and expands.

*Responsibilities include: *

* Managing the customer support department's day-to-day functions.
* Responding to escalated customer support issues.
* Implementing customer support processes to enhance customer satisfaction.
* Formulating and revising customer support policies and promote their implementation.
* Informing the team of all new information related to products, procedures, and trends.
* Assessing support statistics and preparing detailed reports on the findings.
* Interviewing and hiring new employees.
* Overseeing and evaluating the team's ongoing training efforts.
* Managing the budget of the customer support department.

*Ideal Qualifications: *

* BA from accredited institution in a related discipline.
* CSC. CEC or other related certifications.
* Proven experience as a customer support specialist, preferably within a similar environment.
* Prior experience in a managerial or supervisory role will be advantageous.
* Exceptional oral, written, and interpersonal abilities.
* Well-developed arbitration skills with the ability to remain impartial.
* Empathy for customer issues with an understanding of business principles around customer retention; churn; LTV; and CAC.
* Prior use of customer support and issue management systems/tools such as Jira, Zendesk, and HubSpot.
* Familiarity with phone systems and configuration
* Affinity for multitasking with precision.
* Alignment with our company's values.
* A strong work ethic and focus on results.
* Experience creating, presenting, and interpreting support data, SLA creation

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:
* 401(k)
* Dental insurance
* Flexible spending account
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* Day shift
* Monday to Friday
Supplemental pay types:
* Bonus pay

Ability to commute/relocate:
* Denver, CO 80221: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Customer service: 3 years (Required)

Work Location: One location%58047475%

Keywords: Starlight Software, Denver , Tier II Team Lead, Customer Support Manager, Executive , Denver, Colorado