Software Support Manager

Storable is looking for a Software Support Manager to provide strategic leadership, coaching, and operational expertise to the NewBook product support team, ensuring the delivery of exceptional service that consistently exceeds customer expectations. You will oversee and manage large-scale inter-company projects, driving alignment and successful execution across multiple teams and stakeholders

Key Responsibilities:

• Manage the day-to-day performance of the US based product support team to continue to deliver best-in-class service within KPI parameters
• Develop short and long-term strategic plans for the department, with a focus on delivering internal efficiency, scalability and process improvement.
• Analyze, manage and report on the performance of individual and team activity to improve efficiency
• Identify and respond to staff training needs and opportunities
• Triage customer service queries, resolve customer grievances and implement remediate procedures to ensure a high quality of service
• Lead and execute department projects as required

Required Qualifications:

• Proven leadership capability and experience leading customer support teams;
• Demonstrated ability to develop and execute a team strategy focused on growth and scale 
• Exceptional customer service and team engagement skills, with a focus on delivering excellent service outcomes and satisfaction;
• Previous experience in leading, coaching and influencing a positive and supportive team culture:
• Previous experience within a call center or a Travel and Tourism environment would be highly desirable. 
• Be an excellent communicator with the ability to thrive in a tight deadline-driven environment
• Strong analytical and problem solving skills
• Ability to think and execute at both strategic and operational levels
• Demonstrated self-motivation and self-discipline to work effectively in a fast-paced environment
• Excellent written and oral communication skillsProficient in: Microsoft applications (bonus points for in-depth knowledge of Excel), Google Applications, task management software (bonus points for Asana)
• In-depth knowledge of: SalesForce
  

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states:  AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY. 

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Benefits and Perks: 

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off p