Ongoing Support Manager
Accordant
full-time
Posted on:
Location Type: Remote
Location: New Jersey • United States
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Salary
💰 $90,000 - $125,000 per year
About the role
- Ensure support requests are handled efficiently, accurately, and in alignment with service expectations
- Monitor support queues, workloads, and response times to maintain consistent service levels
- Lead, coach, and support a team of Ongoing Support Consultants
- Set clear expectations around support quality, time management, and client communication
- Help ensure support work stays within defined scope, escalating potential scope concerns appropriately
- Contribute to the development and maintenance of internal documentation, workflows, and knowledge base resources.
Requirements
- 3+ years of experience in a client-facing support or consulting role
- Prior experience mentoring, coaching, or leading team members (formal people management experience preferred but not required)
- Strong troubleshooting and problem-solving skills in a professional services environment
- Working knowledge of managed services or ongoing support delivery models
- Ability to manage competing priorities while maintaining service quality
- Strong written and verbal communication skills with clients and internal stakeholders.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingproblem-solvingmanaged servicessupport delivery models
Soft Skills
mentoringcoachingleadershiptime managementclient communicationservice quality