Manager, Customer Support

MANAGER, CUSTOMER SUPPORT (Weekend Shift)

Location: Remote, USA  (Pacific Time zone preferred) 
Employment Type: Full-Time
Compensation: $90,000-$120,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary
We are seeking a Manager, Customer Support to oversee our customer support operations and ensure the highest level of satisfaction for our customers. This role leads a team of Customer Support Engineers responsible for providing technical support and issue resolution on software functionality, setup, upgrades, error messages, cloud implementations and application usage.

The Manager, Customer Support is an integral part of the Customer Support Leadership Team and will work in close proximity with other leaders within Customer Support & Remote Consulting (CSRC) to develop processes and initiatives to advance the organization and achieve departmental goals. The ideal candidate will be passionate about delivering exceptional customer service, possess strong leadership qualities, and have a proven track record of effectively managing a support team in a fast-paced environment. Due to the 24/7 nature of our support operations, this position may require you to be on-call and work additional hours as necessary.

This position  involves overseeing a team of customer support engineers  who are working Thursday to Monday for our west coast customers.

It is a requirement for this position to work Thursday to Monday (Inclusive of Saturday and Sunday).

Preference is given to candidates in the PST time zone.

Primary Duties and Responsibilities
• Lead an assigned group of engineers, inspiring the team to meet/exceed departmental goals.
• Conduct regular performance evaluations, provide constructive feedback, and facilitate professional development opportunities for team members.
• Monitor departmental metrics such as response time, resolution time, and customer satisfaction scores, identify areas for improvement, and implement corrective actions as needed.
• Perform queue reviews to manage issues within Service Level Agreement (SLA) timeframes.
• Respond to escalated issues both from customers and internal groups.
• Identify opportunities for automation and process improvement and security.
• Ensure engineers complete standard compliance documentation and configuration checklists.
• Hold weekly meetings with support team and perform triage as necessary.
• Collaborate with interdepartmental teams to address customer inquiries, resolve issues, and ensure a seamless customer experience.
• Stay up to date on industry trends, best practices, and emerging technologies in customer support to continuously enhance support processes and capabilities.

Required Education and Experience
• Bachelor’s degree in a technology-related field (or equivalent work experience).
• 5+ years Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment, with 2+ years in a Team Lead/Supervisory capacity.
• Experience in solving business process and technical processes challenges.
• Experience documenting best practices and procedures in an IT knowledge base.
• Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server), SQL.
• Experience of supporting customers in a Cloud environment (e.g. Microsoft Azure or other Cloud Hosting).

Preferred Education and Experience

• Experience leading a fully remote team of Customer Support professionals.
• Track record of identifying and implementing innovative solutions and process improvements
• Experience adapting to industry best practices and emerging technologies.
• Understand the monitoring of customer environments through Azure alerts and other SIEM solutions

Knowledge, Skills, and Abilities

• Strong leadership skills with the ability to motivate, mentor, and empower a team of individual contributors to achieve departmental goals and objectives.
• Proficiency in customer support methodologies, best practices and tools, such as ticketing systems and knowledge base management.
• Familiarity with technical concepts, enabling effective communication and troubleshooting with both customers and internal teams.
• Ability to analyze customer support data and metrics to identify trends, performance gaps, and areas for improvement.
• Ability to effectively communicate technical information and complex concepts in a clear in concise manner to diverse audiences.
• Proven problem-solving skills with the ability to quickly assess situations,