CentralReach

Technical Support Manager

CentralReach

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $105,000 - $130,000 per year

Job Level

Mid-LevelSenior

About the role

  • Manage a team of Technical Support Engineers providing support to existing CR’s clients
  • Hire, coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
  • Develop and manage ticket queues and escalation paths - ensure SLA’s are adhered to, and key KPIs and metrics
  • Assist the team in troubleshooting escalated issues in real-time
  • Implement and maintain a Coaching and Development cadence
  • Create operational framework that is repeatable and scalable
  • Serve as a key stakeholder, working with cross functional teams to build out relevant help resources and internal documentation
  • Drive bug resolutions, requirements and feature requests with Product and Engineering
  • Create a customer-centric culture focused on finding solutions and creating raving fans
  • Scale support to facilitate CR’s growth in clients, geographies and capabilities
  • Develop a thorough understanding of CR’s product and customer needs, ensuring the team is trained and enabled to support these both current and future
  • Work continuously with the team to ideate, build and scale new ways of thinking / approaches to raise the bar in terms of the value we are bringing to our customers

Requirements

  • 3+ years leadership experience working in a contact center, workforce management environment or related industry servicing multiple channels, SLAs and varying KPIs
  • 3+ years Customer support experience, preferably in a SaaS organization serving Enterprise customers
  • Thrived in a startup or similar environment where the only constant is change
  • Embrace aggressive goals and work hard to achieve them
  • Able to optimize tools such as SalesForce or like programs
  • Excellent written and verbal communication skills