Sr Manager, Software Technical Support

Remote Customer Service Manager

This position is responsible for managing TSMs' activities, oversee TSM growth and development, and coordinate with functional leaders and process owners to ensure all systems are working properly, so timely and effective customer service expectations are met and/or exceeded at all times. Works toward and assist in the achievement of individual, team and department goals, objective and initiatives.

What you will do:

• Develop and implement customer service policies and procedures
• Monitor customer interactions and ensure high-quality service is provided
• Analyze data and feedback to improve customer service performance
• Collaborate with other departments to enhance the overall customer experience
• Stay up-to-date with industry trends and incorporate best practices into customer service strategy
• Demand and resource planning based on volume trends (i.e., attrition, training, product changes, releases, press releases, et al.)
• Actively seek to improve the customer experience, ensuring high-quality customer service by participating in the escalation and quality control process monitoring and improvement
• Coach and train Supervisors and Managers in department processes, career pathing, and mentor leadership skills needed to perform effectively in their positions
• Monitor department statistical reports and coach management team where necessary to ensure timely and best-in-class customer service
• Coordinate with operations to facilitate the creation of project plans with proper scoping, estimates, and resourcing
• Mentor and ensure each supervisor's team is meeting department targets and goals
• Handle high-level customer escalations with applicable individuals, groups, and departments
• Work with the leadership team and operations to recommend process improvement and lead implementation of determined changes across all support teams to ensure an effortless and high-quality experience for customers and technicians
• Participate in special projects and perform other duties and required

Qualifications:

Must have:

• Minimum of 10 years of experience in customer service, with at least 3 years in a leadership role
• Proven track record of driving customer satisfaction, retention, and loyalty through effective customer service strategies
• Experience in managing customer service operations across multiple channels and geographies
• Strong leadership and people management skills, with a focus on coaching, mentoring, and developing staff
• Excellent communication, interpersonal, and problem-solving skills; effective with senior management and key stakeholders
• Ability to work in a fast-paced and dynamic environment and adapt to changing priorities and business needs
• Passion for delivering exceptional customer service and a customer-centric mindset
• Excellent management and leadership skills and ability to attract, retain, motivate, develop, and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Exceptional independent decision-making, analysis, and problem-solving skills
• Understand, interpret, and act on financial information that contributes to business profitability
• Ability to plan and manage complex and successful projects; understand available resources, develop timelines, budget, and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Outstanding planning and organizational skills and techniques
• Strong negotiating skills and ability to effectively manage internal and external relationships
• Ability to influence, build relationships, understand organizational complexity