Senior Manager - Support Operations
Job Summary:
We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.
Key Responsibilities
- Team Leadership: Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment. You'll be responsible for coaching, mentoring, and developing your team to ensure they are the "ultimate HighRadian ambassador".
- Performance Management: Monitor team and individual performance against key metrics and SLAs. Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction.
- Operational Excellence: Oversee the day-to-day operations of the support team, ensuring that best practices for service delivery are followed. You will manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency.
- Escalation Handling: Act as the primary escalation point for complex or critical customer issues. You will use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution.
- Customer Advocacy: Champion the customer experience by understanding and empathizing with client situations. You will partner with internal and external stakeholders to provide a "delightful customer experience".
- Cross-Functional Collaboration: Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy.
Skills and experience needed
- Experience: Proven experience in a Support Manager role, preferably within a SaaS application environment.
- UK/US Client Experience: Demonstrated experience managing support teams that handle UK and US clients.
- KPI Knowledge: Strong knowledge and practical experience with key performance indicators (KPIs) for support teams.
- Communication Skills: Excellent communication skills, particularly in handling escalations and resolving conflicts with a collaborative approach.
- Technical Acumen: A technology-centric background with familiarity in application troubleshooting practices and tools like case management, knowledge bases, and defect management.
- Problem-Solving: Strong logical, analytical, and problem-solving skills to effectively manage and resolve complex Issues
What You’ll Get
- Competitive salary.
- Fun-filled work culture (https://www.highradius.com/culture/)
- Equal employment opportunities.
- Opportunity to build with a pre-IPO Global SaaS Centaur
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