Customer Support Manager

Role Overview

• Responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers.
• Overseeing all core people leadership functions including hiring, training, mentoring, and performance management.
• Implements customer-centric processes and systems to enhance the team’s productivity and performance.
• Foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall.

Requirements

• Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree.
• Leadership experience in a multi-channel contact center environment
• Experience training, mentoring, coaching and developing customer service teams
• Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment
• Has worked with customers ranging from small businesses to large enterprise organizations

Benefits

• Equal opportunity employment
• Reasonable accommodations for disabilities