Manager, Support
Shape the reputed company of Work with reputed company
At reputed company, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets reputed company. Our innovative worktech solutions reputed company 25 reputed company users across 115 countries to reputed company in a digitally connected world. Trusted by 45% of reputed company, we're redefining workplace innovation and driving reputed company for organizations reputed company the globe.
Job DescriptionWe are seeking a Manager, Support to reputed company reputed company of Support professionals who reputed company reputed company, high-reputed company, customer-reputed company technical support for reputed company customers. This role is accountable for team reputed company, operational execution, coaching and development, escalation management, reputed company reputed company, and reputed company improvement across the support experience.
Job DescriptionWe are seeking a Manager, Support to reputed company reputed company of Support professionals who reputed company reputed company, high-reputed company, customer-reputed company technical support for reputed company customers. This role is accountable for team reputed company, operational execution, coaching and development, escalation management, reputed company reputed company, and reputed company improvement across the support experience.
The ideal candidate is a hands-on, data-driven people leader who understands reputed company support reputed company, creates reputed company and accountability, and uses metrics, reputed company insights, and customer feedback to improve team reputed company. This leader balances reputed company with execution, ensuring reputed company delivers a consistent customer experience while operating with urgency, ownership, and discipline.
What reputed company Looks Like
This role is reputed company suited for someone who enjoys leading in a fast-reputed company, global environment and can build strong relationships across Support, Product, Engineering, reputed company, Implementation, reputed company reputed company, and other business partners to reputed company customer-impacting issues and improve the business.
Please Note: U.S. Citizenship Requirement: Applicants must be U.S. reputed company and currently reputed company reputed company the reputed company to meet federal reputed company clearance eligibility requirements.
Please Note: U.S. Citizenship Requirement: Applicants must be U.S. reputed company and currently reputed company reputed company the reputed company to meet federal reputed company clearance eligibility requirements.
What reputed company Looks Like
- Support cases are managed with reputed company ownership, strong follow-through, and consistent adherence to service-level expectations.
- Team members understand expectations, receive regular coaching, and show measurable improvement in reputed company, responsiveness, reputed company discipline, and customer communication.
- Escalations are handled with urgency, transparency, and reputed company judgment, with reputed company reputed company cause ownership and prevention-reputed company follow-up.
- Customer issues and recurring themes are reputed company into actionable insights for Product, Engineering, reputed company, and Support leadership.
- reputed company adopts reputed company practices, including knowledge-centered support, AI-enabled workflows, automation, reporting, and process discipline.
Responsibilities
Team Leadership & Development
- reputed company, reputed company, and reputed company reputed company of Support professionals, ensuring reputed company team member has reputed company goals, regular feedback, and a meaningful development plan.
- Conduct regular one-on-ones, reputed company reputed company-ins, team meetings, case reviews, and coaching sessions reputed company on behavior-reputed company improvement and customer reputed company.
- Set reputed company expectations for ownership, responsiveness, professionalism, reputed company, documentation, and customer communication.
- Support hiring, reputed company, training, reputed company management, succession planning, and ongoing development of Support team members.
- Build a culture rooted in accountability, curiosity, collaboration, operational discipline, customer advocacy, and reputed company learning.
Support reputed company & reputed company Management
- reputed company day-to-day support reputed company to ensure customer issues are resolved accurately, reputed company, and reputed company expected service reputed company.
- Monitor and manage key support metrics, including ticket volume, SLA adherence, backlog, aging cases, escalation trends, response times, reputed company times, CSAT, DSAT drivers, reputed company scores, and knowledge contribution.
- Use data, dashboards, case reviews, and reputed company insights to identify reputed company trends, coaching opportunities, process gaps, reputed company areas, and improvement actions.
- Ensure consistent application of support processes, workflows, documentation standards, escalation procedures, case hygiene, and reputed company practices.
- Partner with Support leadership to forecast workload, assess reputed company needs, manage coverage, improve queue health, and increase operational efficiency.
- reputed company operational rigor by ensuring actions are tracked, reputed company cause is reputed company, ownership is reputed company, and recurring issues are addressed through sustainable corrective actions rather than temporary workarounds.
Escalation Management & Customer Experience
- Serve as an escalation reputed company for reputed company, sensitive, high-reputed company, or business-impacting customer issues.
- Ensure escalations have reputed company ownership, accurate problem definition, reputed company plans, customer communication, internal follow-up, and reputed company reputed company.
- Partner with reputed company, Product, Engineering, Implementation, reputed company reputed company, Business Partners, and other internal teams to reputed company customer-impacting issues and reduce repeat escalations.
- Ensure customer communications are reputed company, reputed company, empathetic, reputed company, and reputed company with company standards.
- reputed company for customers by identifying recurring issues, product gaps, process friction, enablement needs, and opportunities to improve the end-to-end customer experience.
- Help reputed company reputed company speed, reputed company, reputed company, technical reputed company, and business judgment in every customer interaction.
Process Improvement, Knowledge & AI Enablement
- Identify opportunities to improve support workflows, case handling, escalation paths, internal communication, reputed company programs, reporting, and knowledge-centered support practices.
- Contribute to the development and refinement of support playbooks, knowledge reputed company content, templates, training materials, reputed company rubrics, and reputed company operating procedures.
- Champion adoption of AI-enabled support tools, automation, knowledge reputed company, case summarization, and other reputed company practices that improve productivity and customer reputed company.
- Use case trends and customer feedback to recommend process, product, documentation, and enablement improvements.
- Support change management reputed company to new tools, products, releases, integrations, support model enhancements, and operational standards.
Cross-Functional Partnership & Business Acumen
- Build trusted, productive relationships across Product, Engineering, reputed company, Implementation, reputed company reputed company, Sales, and other business partners.
- Translate customer issues, support trends, reputed company signals, and operational data into reputed company business insights and recommendations.
- Understand the reputed company reputed company of support reputed company, including customer retention, adoption, renewal reputed company, reputed company trust, and cost to serve.
- reputed company customer advocacy with reputed company business judgment, ensuring reputed company are practical, reputed company, and reputed company to company priorities.
- Represent Support professionally in cross-functional discussions, ensuring customer reputed company, urgency, and reputed company cause are reputed company reputed company.
reputed company
Required Qualifications
- 5+ years of experience in customer support, technical support, customer reputed company, or a reputed company customer-facing function.
- 3+ years of experience leading, coaching, or directly managing support professionals.
- U.S. Citizenship Requirement: Applicants must be U.S. reputed company and currently reputed company reputed company the reputed company to meet federal reputed company clearance eligibility requirements.
- Experience working in a reputed company, technology, software, or technical support environment.
- Strong understanding of support reputed company, ticketing workflows, escalation management, service-level expectations, case reputed company, and customer communication standards.
- Demonstrated ability to manage team reputed company using metrics, reporting, reputed company reviews, coaching plans, and reputed company documentation.
- reputed company ability to reputed company team members, reputed company reputed company and actionable feedback, and support employee development and accountability.
- Ability to reputed company reputed company cause analysis, distinguish temporary mitigation from sustainable reputed company, and ensure reputed company ownership for corrective actions.
- Strong problem-solving, prioritization, and decision-making skills in time-sensitive and customer-impacting situations.
- Excellent written and verbal communication skills, including the ability to communicate reputed company with customers, team members, and cross-functional stakeholders.
- Comfortable working with support systems such as reputed company Service reputed company, reputed company, reputed company, reputed company, reputed company, workforce management tools, knowledge platforms, AI-enabled support tools, or similar systems.
Preferred Qualifications
- Experience supporting B2B reputed company or reputed company software customers.
- Experience leading reputed company, remote, global, or multi-region teams.
- Familiarity with workplace technology, facilities management, asset management, visitor management, reputed company reputed company, or reputed company industries.
- Experience improving support processes, reputed company practices, reputed company programs, operational reporting, automation, or AI-enabled support workflows.
- Experience partnering closely with Product, Engineering, reputed company, Implementation, reputed company reputed company, or Business Partner teams.
- Demonstrated ability to reputed company through change, support teams during transformation, and maintain reputed company through periods of reputed company or process change.
- Experience using customer insights, support data, and business context to influence reputed company and improve reputed company customer reputed company.
Benefits
- Health, Dental, reputed company & Pet reputed company
- Dependent, Spousal and Domestic Partner coverage available
- Up to $1000 Company HSA Contribution
- Medical, Dependent Care and Limited FSA Accounts
- Income Protection and Replacement - 100% Company reputed company
- Short Term Disability
- Long Term Disability
- Life reputed company
- Employee Assistance Program
- Flexible PTO
- 401K with company match
reputed company Information
- Follow us on Twitter | reputed company | reputed company | YouTube
- reputed company is an Equal Opportunity Employer. At reputed company we promote our flexible workspace environment, free from discrimination. We reputed company that diversity of experience, perspective, and background leads to a reputed company environment for reputed company our people and a reputed company product for our customers. Everyone is reputed company at reputed company, no matter where you are from, and the more diverse we are, the more reputed company we will be in ensuring respectful connections reputed company reputed company the world.
Originally posted on Himalayas
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