Customer Support Manager
Cultura Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • Iowa • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide direct support for Greenstone products, resolving customer issues and complex cases as needed.
- Supervise, coach, and motivate Tier I and Tier II support teams, fostering a collaborative and high-performance environment.
- Lead by example: actively participate in frontline support and complex case resolution, modeling best practices for the team.
- Present team and personal performance metrics to upper management and the business.
- Onboard and train new team members, sharing hands-on expertise to accelerate their development.
- Identify and implement process improvements to enhance customer satisfaction, drawing on personal support experience.
- Manage and report on escalations to development, ensuring timely and effective resolution.
- Maintain and update training documents, incorporating lessons learned from direct support activities.
- Triage case queues to ensure prompt and effective customer service.
Requirements
- 5+ years in a customer call center or supporting users
- Bachelor’s degree in Business/Management, or a technical discipline
- 3+ years in customer support management and strong Salesforce skills.
Benefits
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support managementprocess improvementscase resolutionperformance metricstraining documentationescalation managementTriage case queues
Soft skills
coachingmotivatingcollaborationleadershipcommunicationproblem-solving