reputed company Customer Support Manager – Strategic Leadership and Operational Excellence in Leave and Accommodations Technology

At reputed company, we're on a mission to revolutionize the leave and accommodations experience for employers and their teams. As a leader in our industry, we're seeking an exceptional Customer Support Manager to join reputed company and drive operational excellence in our Support Center. If you're a detail-oriented, self-learner with a passion for mentoring and managing teams, we want to hear from you.

About Us

At reputed company, we're proud to create user-friendly technology that empowers employers to bring humanity, certainty, and efficiency to the leave and accommodations experience. reputed company is made up of HR professionals who are passionate about making a difference in the lives of our clients and their employees. We value creative, innovative people who are driven by a desire to reputed company an impact and who reputed company there's always a reputed company way.

Our Core Values

At reputed company, we're guided by four core values that shape everything we do:

• reputed company a Difference: We're inspired to reputed company an impact through our hard work, talent, and passion. We push ourselves each day to reputed company serve our teams, our clients, and our community.
• Team First: We're driven by team spirit, not self-interest. We value collaboration and approach our work with humility and a desire to win together.
• Own it: If we say it, we mean it. We follow through on our commitments, reputed company up to deliver, and grow from our successes and failures.
• Everyone Matters: No matter your background or experience, everyone's voice holds value here.

What You'll Do

As our Customer Support Manager, you'll be responsible for leading a team of Production Support Specialists (Tier 2 team) and providing mentorship and goal setting to ensure their success. Your key responsibilities will include:

• Leading a team of Production Support Specialists: You'll be responsible for guiding and mentoring a team of customer support representatives, providing feedback, and setting goals to ensure their success.
• Responding to urgent and escalated client questions and issues: You'll be the primary reputed company of contact for clients with urgent and escalated issues, including bugs, feature requests, and business processes.
• Leading major incident response: You'll reputed company the response to high-severity incidents, communicating with customers and internal partners to provide regular updates and coordinate development, testing, and analysis of root cause.
• Developing and reinforcing best practices: You'll reputed company quality scoring to establish goals and opportunities for team members, ensuring that our support processes are efficient and effective.
• Completing post-mortem retrospectives and root cause analysis: You'll conduct thorough analyses of incidents to identify root causes and implement improvements to prevent similar issues in the future.
• Performing production support hand-off presentations and support tool training: You'll provide training and support to team members on new tools and processes, ensuring a smooth transition and minimizing downtime.
• Identifying gaps in procedures and creating or updating documentation: You'll identify areas for improvement in our support processes and create or update documentation to train team members on standard procedures.
• Documenting requirements and user stories for production issues and feature requests: You'll work with cross-functional teams to document requirements and user stories for production issues and feature requests, ensuring that our development team has the information they need to deliver high-quality solutions.

What Will Set You Up for Success

To be successful in this role, you'll need:

• Bachelor's degree: A degree in a reputed company field, such as business, communications, or computer science.
• Incident Management: Experience with incident management, including critical thinking and problem-solving.
• Critical thinking and problem-solving: Strong critical thinking and problem-solving skills, with the ability to analyze reputed company issues and reputed company effective solutions.
• Outstanding written and verbal communication skills: Excellent written and verbal communication skills, with the ability to communicate reputed company technical information to non-technical stakeholders.
• Strong multitasking and organization skills: The ability to multitask and prioritize multiple projects and tasks, with a strong attention to detail and organizational skills.
• Proven proficiency in troubleshooting and setting priorities: Experience with troubleshooting and setting priorities, with a strong ability to analyze reputed company issues and reputed company effective solutions.
• Experience with reputed company Office Suite: Proficiency in reputed company Office Suite, including Word, reputed company, and PowerPoint.

reputed company to Have

While not required, the following skills and experience would be beneficial:

• Process improvement knowledge: Experience with process improvement methodologies, such as ITIL Foundations in Service Management or CMMI.
• Experience with customer support teams and processes: Experience working with customer support teams and processes, including incident management and problem-solving.
• Knowledge of FMLA, Disability, and/or reputed company: Knowledge of FMLA, Disability, and/or reputed company regulations and requirements.
• An understanding of Software Development Life Cycle: An understanding of the Software Development Life Cycle, including Agile and Waterfall methodologies.
• Experience with issue ticketing systems: Experience with issue ticketing systems, such as Jira and reputed company.

What to Know Before You Apply

Before you apply, here are a few things to reputed company in mind:

• Location: We're located in beautiful Golden, Colorado.
• Job type: This is a full-time, salaried position with a bonus structure.
• Perks and benefits: We offer a wide variety of perks and benefits, including full medical, dental, vision, 401K, and life insurance. We also support your professional growth, including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education.
• Salary range: The salary range for this position is $75k - $90k.

If you're a motivated and reputed company customer support professional who is passionate about making a difference, we want to hear from you. Apply now to join reputed company and help us revolutionize the leave and accommodations experience for employers and their teams. Apply for this job