We are seeking a dynamic and experienced Support Manager to lead the integration and optimization of our support services. Reporting to the Director of Support, this Support Manager will oversee and organize multiple support teams into a cohesive, adaptable unit capable of meeting fluctuating support demands. This role requires a strategic thinker with strong leadership skills to develop processes, nurture talent, and ensure seamless resource allocation across different products based on seasonal shifts. The Support Manager will collaborate with other leaders to establish and implement best practices, empower their team to create comprehensive documentation, and deliver outstanding support.

 

Key Responsibilities:

Team Integration and Management:

  • Lead the integration of separate support teams into one unified, flexible team.
  • Develop and implement processes to ensure the team can adapt to changing support demands across various products.
  • Foster a collaborative and supportive team environment that encourages continuous improvement and professional growth.

 

Forecasting and Capacity Management:

  • Analyze support volume trends and forecast future support needs.
  • Manage team capacity to ensure adequate coverage and resource allocation.
  • Strategically shift resources between products based on seasonal demand fluctuations.

 

Best Practices Development:

  • Collaborate with other leaders to identify, develop, and implement best practices for support and cross functional operations.
  • Continuously evaluate and improve support processes and workflows to enhance efficiency and effectiveness.

 

Team Empowerment and Development:

  • Empower team members to take ownership of creating and maintaining high-quality documentation.
  • Encourage and support the team in providing exceptional customer support and achieving high customer satisfaction.
  • Own responsibility for meeting established SLAs and other performance metrics.

 

Managerial Duties:

  • Conduct regular team meetings to review performance, discuss challenges, and plan for upcoming support needs.
  • Provide coaching, mentoring, and professional development opportunities for team members.
  • Perform regular performance evaluations and provide constructive feedback to team members.
  • Handle escalated support issues and ensure timely resolution.
  • Manage support team schedules, including time-off requests and coverage planning.

 

Requirements:

  • Proven experience in a support management role in a technology or software company.
  • Strong leadership and team-building skills with the ability to inspire and motivate a diverse team.
  • Excellent analytical and problem-solving abilities, with experience in forecasting and capacity planning.
  • Exceptional communication and interpersonal skills.
  • Ability to work collaboratively with cross-functional teams.
  • Strong organizational and project management skills.
  • Proficiency in using support management software and tools, specifically Salesforce Service Cloud

 

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

 

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

 

US base salary range: $86,000 – $90,000 with a 10% annual bonus

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