Customer Support Manager

Company: Granicus
Location: Denver
Posted on: May 3, 2021

Job Description:

The Customer Support Manager is a management position within the Granicus Customer Support organization. As a CS manager you will be responsible for leading a team of Customer Support Representatives for a particular suite or suite component. We run a 24/7/365 operation and you will be responsible for ensuring staffing across phone, chat and web channels. As an experienced team builder, youll be tasked with partnering with our engineering and implementation teams to solve customer problems and champion a world-class customer experience. Youll also be interfacing with clients regularly, by fielding escalations and gathering input on their support experience and helping address any unique concerns or challenges they might have and driving changes to alleviate those concerns. Finally youll be responsible tracking top trending customer issues, reporting on trends and presenting findings to senior and executive leaders and making recommendations to further enhance our overall customer experience.What You'll Do:Recruit, hire and train customer support representatives, senior representatives , lead representatives and managersEstablish and set work schedules for a suite of products and ensure coverage is met.Coach team members and foster a culture of inclusion and commitment to personal and professional growthConduct performance reviews, drive incentive plans and effectively manage both top and underperforming individualsProvide updates via our status page, support portal and customer email for critical incidents, maintenance windows or product releases.Directly responsible for delivering against KPIs such as time to resolve, customer satisfactionLead by example; field escalations with clients and accounts to de-escalate situations and commit to a successful resolution.Lead efforts to integrate new company acquisitions into standard support processesIdentify reporting needs for the org and work with Salesforce Admins to provide reliable, accurate reporting to meet business needsManage and update internal documentation for team, documenting processes and training resources.Collaborate with corporate trainer(s) to organize and facilitate bootcamp(s) for new hiresManage tools and services used by support (Salesforce, Statuspage, Talkdesk, Confluence, etc.)Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates).Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective mannerWho You Are:1-5 years direct leadership experience working in a client facing/customer support environment, preferably in a Software as a Service/technology environmentAbility to work on-call on a rotating basisAbility to maintain a calm demeanor in a sometimes chaotic environmentStrong time management skills and ability to effectively prioritize tasks in line with the needs of the businessAbility to address issues with staff using empathy, humility and tactStrong history of working cross-functionally to identify opportunities for improvement and implementing those improvementsStrong communication skills, both internally and client facingExperience de-escalating clients or situations, providing clear and actionable paths to overcome disagreements or issuesExperience with ticketing systems such as Salesforce Service Cloud (preferred), Zendesk etc.Experience creating/editing reports using tools such as PowerBI, TableuExperience with multi-channel contact centers, such as chat, phone, email, social media etc.Familiarity with agile development methodology*Starting rate may vary by experience and/or location*Benefits:At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs.Benefitslisted below are for employees based in the U.S.Flexible Time OffMedical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance401(k) plan with matching contributionTuition & Training ReimbursementPaid Parental LeaveEmployer paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D InsuranceGroup legal coverage Transit and/or parking supplement for office based employeesFree snacks and drinks in our officesAnd more!Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.Sign Up For Job AlertsSDL2017

Keywords: Granicus, Denver , Customer Support Manager, Other , Denver, Colorado