Supervisor, Customer Support

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the number 1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Manager of Customer Support is responsible for managing and overseeing the daily workflow of the customer support team. This position will provide leadership and support to the customer facing teams while we provide the best customer service among all our products. The Manager of Customer Support will guide staff to create the best experience possible for the customers while aligning with Procare’s mission and values.

What You Will Do…

• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Maintains staff by recruiting, selecting, orienting, and training employees
• Ensures a safe, secure, and legal work environment
• Develops personal growth opportunities
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results
• Coaches, counsels, and disciplines employees
• Develops, coordinates, and enforces systems
• Establishes strategic goals by gathering pertinent business, financial, service and operations information
• Defines objectives, identifies and evaluates trends and options, chooses a course of action and evaluates outcomes
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variance, and initiating corrective actions
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements
• Contributes to team effort by accomplishing related results as needed  Grow multiple support organizations into one customer focused methodology
• Ability to lead teams that are supporting multiple software platforms including SaaS, on premise and mobile applications
• Develop a continuous mentorship program and training opportunity for employees
• Empower team members in providing exceptional customer service to both external and internal customers
• Partner with internal leadership to align customer service department policies and systems with the company's objectives
• Work with cross-functional teams to score customer health and identify at-risk customers
• Oversee customer issues and ensure effective and long-term problem resolution
• Build and refine reporting capabilities as part of continuous improvement efforts; building and regularly reporting on team and individual results
• Design and report individual and departmental performance metrics for continuous improvement
• Direct the departmental improvement team in the creation and monitoring of key process improvement measurements and their graphic display
• Ensure an efficient training program is in place, including written documentation of competencies necessary to be successful at the job, classes and courses required for the job as well as keeping records of those classes and courses that have been completed
• Develop departmental team goals, action plans, and timetables
• Ensure that work resources are reviewed and updated as needed
• Develop a cultural of continuous learning for multiple support teams
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction
• Set performance standards to meet service goals
• Coach Customer Service Team to achieve high performance
• Work continually towards self-development to stay current on customer service, sales and supervisory procedures & practices
• Interact and present to leadership detailed initiatives and results
• Strong technical knowledge of Windows based products and services

Requirements

Our Ideal Candidate Will Have…

• Experience building and scaling a customer success ideally in support of SMB SaaS products
• Experience working with Salesforce Cloud
• Experience with integrating People, process and systems - creating new processes based on these integrations
• Ability to drive KPI performa