Manager of Customer Support

Higher Logic is an industry-leading engagement platform that provides powerful online communities and communication tools. The Manager of Customer Support is responsible for leading a team of support specialists, overseeing hiring, training, and performance management while implementing customer-centric processes to enhance productivity and improve the customer experience.

Responsibilities:

• Direct personnel management and team oversight
• Inbound customer contact queues across all service channels (case, phone, chat, etc)
• Setting and achieving team and individual goals
• Defining, documenting and implementing team processes

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