Customer Support Manager - Remote - United States

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For one of our clients, we are looking for a Customer Support Manager, remotely from the United States.

As a Customer Support Manager, you will oversee the daily operations of our Government Technology Support team, ensuring exceptional service delivery to clients. This role involves managing team workflows, handling escalated cases, and collaborating with internal stakeholders to enhance customer satisfaction. You will also be responsible for monitoring performance metrics, analyzing trends, and implementing continuous improvement initiatives to elevate the support experience.

Accountabilities:

• Act as the primary liaison between the Customer Support team and clients, ensuring effective communication and prompt resolution of issues.
• Manage team workflows by tracking case volumes and assigning tasks appropriately to team members.
• Monitor and report on key performance metrics, identifying areas for improvement and implementing necessary changes.
• Serve as an escalation point for complex technical issues, providing guidance and solutions to both clients and team members.
• Oversee the onboarding, training, and performance management of all team members, fostering a culture of excellence and continuous learning.

• Bachelor's degree.
• Proven experience in a team lead or managerial role within a software support organization.
• Strong technical skills, including proficiency in SQL or the ability to learn quickly.
• Demonstrated organizational skills with high attention to detail.
• Excellent communication skills, both written and verbal.
• A proactive approach to elevating a Customer Support team into a Customer Success organization.

• Comprehensive health, dental, and vision plans.
• 401(k) matching program.
• Remote work flexibility with minimal travel requirements (approximately 10%).
• Opportunities for professional development and career advancement.
• Inclusive and diverse work environment.

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