Manager, Customer Support at Nintex

About the Role:

• The Manager of Customer Support is responsible for the day-to-day management and leadership of a team of Support employees to deliver and exceed on company SLA’s, while maintaining and fostering a culture of great teamwork and open transparent communications.

Your contribution will be:

• Provide day-to-day management and leadership for a team of Support Specialists 
• Hire, train, and retain top talent to ensure a high performing team and efficient operations 
• Ensure maximum productivity by optimizing phone, chat and email coverage for your team 
• Identify skill gaps of current staff and assist team members in development plans and actions 
• Follow up with unsatisfied customers to ensure issues resolution and customer satisfaction 
•  Maintain a mindset of continuous improvement focused on the customer experience, ensuring high customer satisfaction and retention 
• Drive the highest level of performance from the team through training, mentoring and accountability. 
• Communicate regularly and openly with the entire Global Customer Support team to ensure consistency across regions, address risks and identify best practices focused on ease and customer satisfaction 
• Identify emerging trends, issues or problems impacting customers & partners and implement scalable solutions 
• Help prioritize product fixes through knowledge of customer impact 
• Provide regular reporting to identify successes, focus areas, action plans, and priorities  

To be successful we think you need:

• BA/BS degree in business, computer science, or related field 
• At least 5 years experience in technology with a minimum of 3 years’ experience managing a Technical Support team within a software or SaaS company 
• Ability to listen to customer, partner and employee needs, assess root causes, and implement solutions that drive loyalty 
• High level of collaborative and a driver of success by bringing together cross-functional teams focused on results 
• High performing, self-starter with a proven record of accomplishment driving accountability, customer satisfaction, and employee engagement 
• Eagerness to contribute beyond your role to improve the overall customer experience 
• Passionate about using metrics and KPI methodology to constantly review and enhance team performance and efficiency Experienced driving change in a fast paced technical support environment 
• Analytical and problem solver extraordinaire 
• Experienced in improving and developing the knowledge and skills of others 
• Highly skilled in both verbal and written communication