Granicus

Manager, Customer Care

Granicus

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

AWSCloud

About the role

  • Be responsible for recruiting, hiring and training support teams across our worldwide locations
  • Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations
  • Coach team members and foster a culture of inclusion and commitment to personal and professional growth
  • Drive continuous improvement of customer care processes and workflows.
  • Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate.
  • Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases.
  • Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction
  • Assist the cross functional team to integrate new company acquisitions into standard support processes
  • Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements
  • Arrange your team to provide timely updates to internal and external documentation, including processes and training resources.
  • Collaborate with cross-functional teams (Sales, Product, Operations, Technical Support).

Requirements

  • 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment
  • Ability to maintain a calm demeanor in a fast-moving environment
  • Strong time management skills and ability to effectively prioritize tasks in line with business requirements
  • Ability to address issues with staff using empathy, humility and tact
  • Strong recruitment selection skills and willingness to assist other managers in their hiring process for resume reviews and panel interviews
  • Direct experience of HR processes such as grievance, PIP and dismissals
  • Strong history of working cross-functionally to identify opportunities for improvement and implementing those positive changes
  • Excellent verbal and written communication skills, both internally and client facing
  • Experience with back-end systems such as Salesforce Service Cloud, Jira etc.
  • Experience creating/editing reports using tools such as Salesforce, PowerBI etc.
  • Experience with multi-channel contact centers, such as chat, phone, email, portal, etc.
  • Familiarity with Agile development methodology
  • Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable
Benefits
  • Employee Resource Groups to encourage diverse voices
  • Coffee with Mark sessions
  • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
recruitinghiringtrainingcustomer care processesKPI managementreportingAgile development methodologyHR processesmulti-channel contact centersSalesforce Service Cloud
Soft skills
leadershiptime managementempathyhumilitytactcommunicationcollaborationproblem-solvingprioritizationcoaching
Certifications
ITIL FoundationMicrosoft CertificationAWS CertificationCompTIA A+