Ncontracts

Customer Support Manager

Ncontracts

full-time

Posted on:

Location Type: Remote

Location: Tennessee • United States

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Salary

💰 $80,000 - $110,000 per year

About the role

  • Lead, motivate, and develop a high performing team of Support Specialists; consistently monitor team to proactively identify potential problems, implement resolutions, and process improvements
  • Provide direction and communication to leadership team and employees to support the direction of organizational goals
  • Manage AI performance, develop and create workflows that improve AI performance to reduce human interaction and increase customer experience.
  • Appropriately distribute workload and oversee case handling, escalations, and team projects
  • Evaluate and improve the efficiency of processes to maximize speed and quality; perform root cause analysis to drive the appropriate course of action
  • Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action
  • Manage the preparation and maintenance of weekly reporting and monthly KPIs that help determine trends, forecasting needs, etc
  • Ensure that Support KPIs/SLAs are met or exceeded
  • Manage staffing needs to ensure appropriate coverage for all products
  • Ensure customer service excellence by actively monitoring support cases for trending concerns and opportunities for improvement
  • Build a world-class support organization; create a structure and culture that is fun, high-paced, collaborative, and inherently enjoys solving for the customer
  • Track bugs affecting users and work closely with product & development to prioritize cases effectively
  • Partner with cross-functional leaders to drive initiatives that serve the voice of the customer

Requirements

  • Experience in coaching and mentoring a support team
  • History of managing and scaling a high-volume support team
  • Experience in managing or implementing AI tools
  • Proven problem solving and negotiating skills
  • Strong analytical background
  • Excellent written and verbal skills
  • SalesForce Experience; especially Service Clout
  • Call Center software/reporting experience
  • Strong Excel skills
  • AI Certification or Expertise
Benefits
  • Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
  • 11 paid holidays
  • Community and social events to keep you connected and engaged
  • Mental Health Benefits
  • Medical, Dental and Vision insurance
  • Company-paid Group Life Insurance, Short- and Long-Term Disability
  • Flexible Spending Account & Health Savings Account
  • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
  • Pet Insurance
  • 401 (k) with company match with eligibility on Day 1 of employment
  • 2 Paid Volunteer Time Off Days
  • And much more!
Applicant Tracking System Keywords

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

Hard Skills & Tools
AI tools managementroot cause analysisperformance feedbackKPI reportingcase handlingprocess improvementanalytical skillsExcel skillsSalesForcecall center software
Soft Skills
coachingmentoringproblem solvingnegotiatingcommunicationteam leadershipcollaborationcustomer service excellenceorganizational skillsperformance management
Certifications
AI Certificationexpertise in AI